Remote B2B Senior Customer Success Specialist

Stanley Black & Decker, Inc.; United States; Remote; USD 38,000 - 62,000; Full time

Benefits offered by this job

Discounts on tools

Comprehensive benefits

Job summary

Stanley Black & Decker, Inc. is seeking a remote B2B Sr. Customer Service Representative to support the Tools & Outdoor Contact Center.

You will act as a liaison among sales, distributors, and service personnel, manage inquiries via calls, email, web, and fax, and drive customer satisfaction while meeting KPIs. The role requires 1–2+ years in customer service, proficiency in SAP, Salesforce, and Microsoft Office, and strong attention to detail.

Qualifications

• 1–2+ years of customer service experience; call center environment preferred.
• Proficient in SAP & Salesforce.
• Proficient in Microsoft Office.
• Interpreting KPI’s.
• Willingness to assist new team members and peers, including training.
• Strong attention to detail.
• Effective communication skills.

Responsibilities

• Act as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations.
• Handle higher level customer service professionalism, call escalations.
• Ability to analyze data and report findings.
• Oversee all customer inquiries - calls, email, web, and fax transactions to ensure satisfaction, while leading KPIs.
• Improve and manage customer communication flow on promotions and product information.

Skills

Customer service

Call center

KPI interpretation

Attention to detail

Communication skills

Education

High School Diploma

Tools

SAP

Salesforce

Microsoft Office

Job description

Stanley Black & Decker, Inc. is seeking a remote B2B Sr. Customer Service Representative to support the Tools & Outdoor Contact Center.

You will act as a liaison among sales, distributors, and service personnel, manage inquiries via calls, email, web, and fax, and drive customer satisfaction while meeting KPIs. The role requires 1–2+ years in customer service, proficiency in SAP, Salesforce, and Microsoft Office, and strong attention to detail.