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, life, vision, and/or

401(k) and Employee Stock Purchase

Paid time off

Tuition reimbursement

Discounts on tools and partner perks

Job summary

Stanley Black & Decker, Inc. is seeking a Senior Customer Service Manager to lead a team of customer service managers, driving service excellence and end-to-end performance in a remote role.

This position requires strong leadership and the ability to collaborate across functions to deliver superior customer experiences. You will develop and implement service strategies, monitor KPIs, manage escalations, and partner with sales, operations, supply chain, quality, and IT to improve satisfaction and

Qualifications

• Bachelor’s degree in Business, Operations, Supply Chain, Communications, or a related field.
• 7+ years of experience 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.

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 KPIs 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 functions to address customer issues and improve end-to-end service delivery.
• Drive continuous improvement initiatives to streamline workflows and enhance customer experience.
• Oversee workforce planning, staffing, training, and coaching.
• Prepare and present service performance reports, trends, risks, and recommendations to senior leadership.

Skills

Leadership

Cross-functional collaboration

Communication

Problem-solving

Education

Bachelor’s degree

Tools

ERP

CRM

Job description

Stanley Black & Decker, Inc. is seeking a Senior Customer Service Manager to lead a team of customer service managers, driving service excellence and end-to-end performance in a remote role.

This position requires strong leadership and the ability to collaborate across functions to deliver superior customer experiences. You will develop and implement service strategies, monitor KPIs, manage escalations, and partner with sales, operations, supply chain, quality, and IT to improve satisfaction and