Customer Service Representative

Stanley Black & Decker, Inc.; Elyria, Northern (OH, KY); Hybrid; USD 33,000 - 54,000; Full time

Benefits offered by this job

Medical

Dental

Life

Vision

Disability

401(k)

Employee Stock Purchase Plan

Paid Time Off

Tuition reimbursement

Well-being programs

Tool discounts

Job summary

Stanley Black & Decker, Inc. seeks a Customer Service Representative to support the Elyria, OH location as a remote team member. You will handle orders, inquiries, and follow-ups with customers across multiple channels using Salesforce and internal systems.

The role requires strong communication, problem solving, and the ability to work with cross-functional teams to ensure on‑time deliveries and data accuracy. Competitive benefits and salary are provided.

Qualifications

• Minimum of three (3) years proven customer support experience is required.
• Familiarity with CRM systems and practices is preferred.
• Experience in providing customer service in a manufacturing environment is preferred.

Responsibilities

• Accept customer orders via phone, internet, email, or fax.
• Process orders and transactions in the order ship and bill system.
• Coordinate with shipping and sales to follow up on orders and resolve issues.

Skills

Customer service

CRM systems

Salesforce

Education

High School Diploma

Associates Degree

Bachelor's Degree

Tools

Salesforce

Job description

Customer Service Representative – Remote Ohio, United States

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

As a Customer Service Representative, you’ll be part of our Engineered Fastening, Nelson Stud Welding Team working as a remote employee supporting our Elyria, OH location. You’ll get to:

• Accept customer orders via various methods (phone, internet, email, fax)
• Process orders, other transactions and various inquiries using an order ship and bill system
• Work closely with shipping and sales team to follow up on customer orders
• Respond effectively to customer inquiries pertaining to their orders and subsequent shipments
• Answer incoming phone calls
• Maintain an efficient filing/recordkeeping system of customer orders and inventory transactions
• Monitor and relay MRO needs for supplies or services to the Customer Care Manager
• Analyze customer order patterns/past product usage and proactively communicate with customer to ensure repeat orders are placed on time
• Initiate quotation requests utilizing the Salesforce.com CRM software
• Provide reliable information to both internal and external customers using PC and Internet software
• Assist with planning and resolution of delayed shipments
• Work with appropriate functional groups or team members to proactively eliminate errors and inefficiencies
• Manage and resolve customer complaints and escalations where necessary
• Enter new customers and/or customer changes into the order ship and bill system
• Ensure accuracy of pricing and delivery information
• Assist Customer Care Manager to meet departmental goals
• Support operations of NSW regional warehouses according to and in the absence of the Customer Care Manager
• Other duties as assigned

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

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:

• Minimum of three (3) years proven customer support experience is required
• High School Diploma required, Associates or Bachelor’s Degree in Business or related field is preferred
• Experience in providing customer service in a manufacturing environment is preferred
• Familiarity with CRM systems and practices is preferred
• Experience working in customer portals a plus
• Technical aptitude and fastener experience a plus

Essential skills and proficiencies needed to be successful in this role include: phone skills, listening skills, clear verbal and written communication, intermediate computer skills, keyboard/data entry skills, organization skills, strong interpersonal skills, time management, analytical skills, ability to work under pressure, conflict resolution, patience, professionalism, ability to multitask, positive attitude, ability to use positive language, adaptability, high energy, team player, and the will to succeed.

The Details

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
• tuition reimbursement
• in addition to programs & benefits in support of your well-being

Discounts on Stanley Black & Decker tools and other partner programs.

And More

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 digital learning portal.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.

#LI-DNI

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).

Salary

The Salary range for this position is $33,400.00 - $53,700.00. 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.

Company Overview

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.

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

• medical
• dental
• life
• vision
• wellness program
• disability
• retirement benefits
• Employee Stock Purchase Plan
• Paid Time Off, including paid vacation, holidays & personal days
• tuition reimbursement
• 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 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 so.

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)