Senior Customer Service Manager

Stanley Black & Decker, Inc.; United States; Remoto; USD 105.000 - 169.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, dental, life, vision, and/or

401(k) and Employee Stock Purchase

Paid time off

Tuition reimbursement

Discounts on tools and partner perks

Descrizione del lavoro

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

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Leadership

Cross-functional collaboration

Communication

Problem-solving

Formazione

Bachelor’s degree

Strumenti

ERP

CRM

Descrizione del lavoro

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®.

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:

• 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:

• 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:

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, and 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:

• 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.

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!

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.

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.

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.

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)

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.