Business Care Manager

Stanley Black & Decker, Inc.; Towson (MD); Hybrid; USD 96,000 - 154,000; Full time

Benefits offered by this job

Medical benefits

401(k)

Employee Stock Purchase Plan

Paid time off

Tuition reimbursement

Job summary

Stanley Black & Decker, Inc. is seeking a Business Care Manager for a hybrid role based in Towson, MD. The position also supports New Britain, CT, Huntersville, NC or Valley City, OH locations.

You will lead day-to-day Business Care and Customer Fulfillment, audit orders, resolve escalations, and drive standard procedures to improve accuracy and the customer experience. A BA/BS in a related field and 5–7 years of customer operations is preferred, with SAP/ERP skills advantageous.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Effective communication

Willingness to learn

Analytical skills

Time management

Education

BA/BS Degree in Supply Chain Management or related

Tools

SAP

Excel

Microsoft Office

Business Warehouse

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®.

Business Care Manager, HybridTowson, MD, New Britain, CT, Huntersville, NC or Valley City, OHCome 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

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 always strive to do a good job…but wouldn’t it be great if you could do your job and do a world of good? You care about quality – at every level. You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. In fact, you embrace it. You also have:

Desired Skills

• 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, transportation systems, and analytical/reporting tools; SAP experience preferred.

What You’ll Receive

You’ll receive a competitive salary and a great benefits plan, including:

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tools and other partner programs.

How You’ll Feel

We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to:

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.
• Learn: Have access to a wealth of learning resources, including our Lean Academy, Coursera® and online university.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for diversity, equity, and inclusion.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back and sustainable business practices.

As the face of Supply Chain, the Customer Fulfillment Analyst leads the SBD to Customer Relationship, integrating the strategic objectives of both organizations to maximize execution of Customer Service, and provide value generating opportunities within the framework of Supply Chain Excellence. Aligns Customer CTQ’s and initiatives with functional operating departments (Supply Planning, Demand Planning, Finance, Manufacturing, Transportation, Distribution, Sales, and Marketing) to attain sales revenue targets, on time performance, service level for the customer/channel.

What’s more, you’ll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We’re more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We’re visionaries and innovators. As successful as we’ve been in the past, we have so much further to go. That’s where you come in. Join us!

What’s more, you’ll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We’re more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We’re visionaries and innovators. As successful as we’ve been in the past, we have so much further to go. That’s where you come in. Join us!

This role is not eligible for visa sponsorship (H1B, OPT/CPT, TN etc).

The Salary range for this position is $95,600.00 - $153,900.00

• This is the lowest to highest annual full-time salary range we would pay for this role at the time of this posting. The salary offered within the range may vary depending on multiple factors including job level, geographic location, job-related knowledge, skills, qualifications, experience and in compliance with local wage requirements. Please note that salary is only one component of total rewards at Stanley Black & Decker.
• The salary range listed in this job posting reflects the range for the primary location specified. The salary range may vary for other locations.
• The successful candidate may be eligible for annual merit increases.
• Medical, dental, life, vision, disability,401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tool sand other partner programs.

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 43,500 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Benefits & Perks

You’ll get a competitive salary and a comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement. And, of course, discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.

Learning & Development:

Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:

We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose-Driven Company:

You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.

EEO Statement:

All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.

If you require reasonable accommodation to complete an application or access our website, please contact us at [phone] or at [e-mail]. Due to volume, we cannot respond to unrelated inquiries about the status of a completed application or resetting an account password.

Know Your Rights: Workplace discrimination is illegal (eeoc.gov)

This employer participates in the Work Opportunity Tax Credit (WOTC) program. Applicants may be asked to voluntarily provide information to determine eligibility. Any information provided will be kept confidentially other than as required to make the necessary WOTC disclosures and in accordance with applicable laws.