Business Care Manager

Stanley Black & Decker; Towson (MD); Hybrid; USD 110,000 - 160,000; Full time

Job summary

Stanley Black & Decker is seeking a Manager, Business Care, Transportation & Customer Compliance in hybrid mode. You will lead end-to-end order fulfillment, transportation execution, and customer compliance for multiple customers, coordinating with the Customer Supply Chain Event Planning Manager to align planned activities with execution.

You will oversee the Business Care, Transportation Analyst, and Compliance Analyst teams, driving improvements in order accuracy, delivery performance, and

Qualifications

• BA/BS degree in supply chain or related field.
• 5–7 years customer operations, supply chain experience.
• Experience leading teams or cross-functional projects.
• Strong communication and problem-solving skills.

Responsibilities

• Lead day-to-day Business Care and Customer Fulfillment function.
• Oversee Transportation & Compliance Analyst scope.
• Manage order management, KPIs, and deductions.
• Drive root-cause analysis for recurring transportation issues.
• Establish standard operating procedures for order accuracy.
• Monitor compliance requirements and customer-specific rules.

Skills

Microsoft Office

SAP

Excel

Business Warehouse

Education

BA/BS in Supply Chain or related field

Tools

ERP systems

EDI transactions

Customer portals

Job description

Business Care Manager, Hybrid

Towson, MD, New Britain, CT, Huntersville, NC or Valley City, OH

Come build something that matters.

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of approximately 43,500 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job

The Manager, Business Care, Transportation & Customer Compliance is a customer-facing supply chain leadership role responsible for the end-to-end management of day-to-day customer order fulfillment, transportation execution, and customer compliance performance. This role leads the Business Care, Transportation Analyst, and Compliance Analyst functions, ensuring strong operational execution from receipt of the customer purchase order through distribution center shipment, transportation, delivery, and final customer receipt.

The Manager serves as a primary operational partner to the customer and works closely with the Customer Supply Chain Event Planning Manager to connect planned customer activity with successful execution. The Manager is accountable for order management, transportation KPIs, compliance adherence, chargeback and dispute management, and systemic process improvement.

Business Care & Customer Fulfillment Leadership

• Lead the day-to-day Business Care and Customer Fulfillment function, ensuring customer purchase orders are accurately received, audited, processed, and fulfilled.
• Maintain oversight of all Business Care Analyst responsibilities while providing leadership, prioritization, coaching, and escalation support.
• Oversee auditing of turn/base-business orders for pricing alignment, minimum order quantities, product availability, order blocks, customer-specific requirements, and other fulfillment exceptions.
• Lead escalations involving shortages, allocation, pricing discrepancies, EDI issues, fulfillment constraints, and other order-management exceptions.
• Establish standardized operating procedures and controls to improve order accuracy, execution, and customer experience.

Transportation & Compliance Management

• Provide direct leadership and oversight of the Transportation & Compliance Analyst function and retain accountability for the complete analyst scope.
• Ensure purchase orders and shipments are tracked from receipt through distribution center shipment, delivery, and customer receipt.
• Oversee carrier capacity management, particularly for collect-freight customers, and ensure capacity risks are proactively communicated and escalated.
• Manage transportation escalations involving Distribution Centers, carriers, customer transportation teams, and internal logistics partners.
• Own transportation performance including On-Time Pickup, On-Time Delivery, Customer Service Level, Carrier Capacity, Distribution Center Execution, and Appointment Compliance.
• Lead root-cause analysis for recurring transportation failures and drive corrective actions with the appropriate operational partners.
• Ensure customer compliance requirements are documented, communicated, monitored, and embedded in day-to-day operational processes.
• Oversee compliance KPIs and deductions including ASN compliance, on-time performance, fill-rate/service-level compliance, routing and transportation compliance, purchase-order compliance, and customer-specific requirements.
• Oversee investigation, documentation, submission, and resolution of customer deductions and disputes through applicable customer portals.
• Establish reporting for chargebacks, disputes, recoveries, root causes, and financial exposure.
• Translate recurring compliance failures and deduction trends into sustainable process improvements across Business Care, Transportation, Distribution, and Customer Supply Chain.

The person

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have:

• Solid computer proficiency (Microsoft Office, SAP, Excel, Business Warehouse)
• Effective communication skills, both written and verbal required
• Willingness to learn
• Ability to analyze and problem- solve
• Time Management
• Desired Experience & Education:
• BA/BS Degree in Supply Chain Management, Business Management, Operations Mgt, or related experience preferred
• 5-7 years Customer Operations, Supply Chain experience preferred
• Previous experience leading employees, analysts, projects, or cross-functional workstreams strongly preferred.
• Demonstrated experience in a customer-facing supply chain environment with responsibility for operational performance and customer relationships.
• Strong understanding of end-to-end customer order management from purchase order receipt through customer delivery.
• Experience managing transportation performance, Distribution Center execution, customer compliance requirements, deductions, and dispute resolution.
• Working knowledge of ERP/order-management systems, EDI transactions, customer portals