Remote Senior Customer Service Leader

Stanley Black & Decker, Inc.; United States; Remote; USD 105,000 - 169,000; Full time

Benefits offered by this job

Medical & Dental

Employee Stock Purchase Plan

Paid Time Off

Job summary

Stanley Black & Decker, Inc. in the United States is seeking a Senior Customer Service Manager to lead our remote customer service team within the Stanley Engineered Fastening group. You will guide managers, shape service strategy, and drive performance across the organization.

This role offers remote work with travel up to 25% and a comprehensive benefits package. You will partner with sales, operations, supply chain, and IT to improve end-to-end service and customer satisfaction while

Qualifications

• Bachelor’s degree in Business, Operations, Supply Chain, Communications, or related field.
• 7+ years in customer service, customer operations or order management within a B2B, industrial, manufacturing, or engineered products environment.
• Strong experience with service metrics, escalation management, and continuous improvement.
• Demonstrated ability to work cross-functionally and influence outcomes across a matrixed organization.
• Strong communication, leadership, and problem-solving skills.
• Experience with ERP, CRM and customer service technologies.

Responsibilities

• Lead and develop customer service managers to achieve service excellence.
• Define and implement customer service strategies, policies, and procedures that improve customer satisfaction and operational efficiency.
• Monitor and analyze key performance indicators such as response time, resolution time, customer satisfaction, service level attainment, and quality scores.
• Manage complex customer escalations and ensure timely, effective resolution.
• Partner cross-functionally with sales, operations, supply chain, quality, IT, and other business functions to address customer issues and improve end-to-end service delivery.
• Drive continuous improvement initiatives to streamline workflows, reduce service gaps, and enhance customer experience.
• Oversee workforce planning, staffing, training, and coaching to ensure team capability and coverage.
• Prepare and present service performance reports, trends, risks, and recommendations to senior leadership.

Skills

Leadership

Cross-functional collaboration

Customer service management

Operational analytics

ERP systems

Education

Bachelor’s degree in Business, Operations, Supply Chain, Communications, or related field

Tools

ERP

CRM

Customer service technologies

Job description

Stanley Black & Decker, Inc. in the United States is seeking a Senior Customer Service Manager to lead our remote customer service team within the Stanley Engineered Fastening group. You will guide managers, shape service strategy, and drive performance across the organization.

This role offers remote work with travel up to 25% and a comprehensive benefits package. You will partner with sales, operations, supply chain, and IT to improve end-to-end service and customer satisfaction while