Senior Customer Service Manager

Stanley Engineered Fastening LLC; Danbury (CT); Remote; USD 105,000 - 169,000; Full time

Benefits offered by this job

Tool discounts

Benefits package

Employee Stock Purchase Plan

Job summary

Stanley Black & Decker, Inc. is seeking a Senior Customer Service Manager to lead a remote, high-impact team and drive strategic customer service initiatives. The role emphasizes cross-functional collaboration, process improvement, and strong leadership.

The position offers remote work with up to 25% travel, a comprehensive benefits package, and opportunities to influence end-to-end service delivery across global brands.

Qualifications

• Bachelor’s degree or higher in a related field.
• Strong leadership experience in customer service or operations.
• Experience with service metrics and escalation management.
• Cross-functional collaboration across sales, operations, and IT.
• Experience with ERP/CRM technologies.

Responsibilities

• Lead and develop customer service managers to achieve service excellence.
• Define and implement customer service strategies, policies, and procedures to improve satisfaction and efficiency.
• Monitor KPIs such as response time, resolution time, CSAT, service level, and quality scores.
• Manage complex customer escalations and ensure timely resolution.
• Partner cross-functionally with sales, operations, supply chain, quality, IT, and other functions to address issues.
• Drive continuous improvement to streamline workflows and reduce service gaps.
• Oversee workforce planning, staffing, training, and coaching.
• Prepare and present service performance reports to senior leadership.

Skills

Leadership

Cross-functional

Communication

Analytics

ERP/CRM

Education

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

Tools

ERP systems

CRM systems

Job description

Senior Customer Service Manager – Remote (Up to 25% travel, as needed)

Come build your career. 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 nearly 60,000 professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, CRAFTSMAN®, CUB CADET®, STANLEY® and BLACK+DECKER®.

The Job

As a Sr. Customer Service Manager, you’ll be part of our Stanley Engineered Fastening team working as a Remote employee.

• 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.

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.

• 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 in 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.

The Details

The Total Target Cash Compensation range for this position is $105,000.00 - $169,100.00. This is the lowest to highest total target cash compensation range we would pay for this role at the time of this posting. Total target cash compensation offered may vary depending on multiple factors including job level, geographic location, job-related knowledge, skills, qualifications, experience and in compliance with local wage requirements. This role is eligible for a sales incentive plan or commission. Therefore, the total target cash compensation range is inclusive of base salary and target variable cash compensation. Please note that salary is only one component of total rewards at Stanley Black & Decker. The target cash compensation range listed in this job posting reflects the range for the primary location specified. The cash compensation 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 tools and other partner programs.
• Medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement.
• 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.

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 and 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.

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.

Career Opportunity

What You’ll Also Get 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

You’ll get a competitive salary and a comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement. And, of course, 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 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.

Know Your Rights: Workplace discrimination is illegal (eeoc.gov). This employer participates in the Work Opportunity Tax Credit (WOTC) program. Applicants may be asked to voluntarily provide information to determine eligibility. Any information provided will be kept confidentially other than as required to make the necessary WOTC disclosures and in accordance with applicable laws.

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