Business Care Manager

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

Benefits offered by this job

Medical benefits

401(k) plan

Employee Stock Purchase Plan

Paid time off

Tuition reimbursement

Tool discounts

Job summary

Black & Decker (U.S.) Inc. is seeking a Manager, Business Care, Transportation & Customer Compliance to lead day-to-day customer fulfillment and transportation execution.

You will oversee the Business Care, Transportation Analyst, and Compliance Analyst, collaborating with the Customer Supply Chain Event Planning Manager to align planned activity with execution. The role focuses on order management, KPIs, deductions, and process improvements across end-to-end customer operations.

Qualifications

• BA/BS degree in Supply Chain or related field.
• 5-7 years in Customer Operations or Supply Chain.
• Experience leading teams, analysts or cross-functional programs.
• Strong ERP/EDI, customer portals, and analytics skills.

Responsibilities

• Lead day-to-day Business Care and Customer Fulfillment, ensuring orders are received, audited, processed, and fulfilled.
• Oversee auditing of orders for pricing alignment, MOQ, availability, and fulfillment exceptions.
• Lead escalations for shortages, pricing discrepancies, EDI issues, and fulfillment constraints.
• Establish SOPs to improve order accuracy, execution, and customer experience.

Skills

Microsoft Office

SAP

Excel

Business Warehouse

Communication

Willingness to learn

Analytical thinking

Time management

Education

BA/BS in Supply Chain

Tools

ERP systems

EDI transactions

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®.

Job Overview

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.

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.

What 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.

Benefits & Perks

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.

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.

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).

Diversity & 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.

Salary Range

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.

Visa Sponsorship

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

Other Information

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.

We’re the World’s Largest Tool Company

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.

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! #LI-Hybrid #LI-HC1 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!