B2B Customer Service Representative

Stanley Black & Decker, Inc. • New Britain, CT

1d • Remote

About The Position

B2B Customer Service Representative – Remote Towson, MD | New Britain, CT Come build something that matters. 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 approximately 48,000 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®. As the Customer Service Representative, you will support our Contact Centers daily operational rhythms. This includes handling of customer inquiries, sales order maintenance needs and problem resolution. As a Contact Center team member, you will communicate with customers via various channels using designated ERP, operating systems, and web-based tools. The Job: As a Customer Service Representative, you’ll be part of our Tools & Outdoor Contact Center team as a remote employee. You’ll get to: Effectively and professionally oversee all customer inquiries - calls, email, web, and fax transactions to ensure satisfaction, while supporting and consistently hitting Stanley Black & Decker’s Key Performance Indicator’s (KPIs) Act as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations Consistently improve and manage customer communication flow on promotions and product information. Update, maintain, and analyze customer account profiles. Maintain working knowledge of all company products, services, and promotions The Person: You always strive to do a good job…but wouldn’t it be great if you could do your job and do a world of good? You care about quality – at every level. You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. In fact, you embrace it. You also have:

Requirements

• Proficient in Microsoft Office
• Patience and a Positive Attitude
• Willingness to learn and take initiative
• 0 to 1+ years’ worth of experience within customer service; call center environment preferred
• Requires High School Diploma or its equivalent

Nice To Haves

• SAP & Salesforce preferred
• Interpreting KPI’s

Responsibilities

• Effectively and professionally oversee all customer inquiries - calls, email, web, and fax transactions to ensure satisfaction, while supporting and consistently hitting Stanley Black & Decker’s Key Performance Indicator’s (KPIs)
• Act as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations
• Consistently improve and manage customer communication flow on promotions and product information.
• Update, maintain, and analyze customer account profiles.
• Maintain working knowledge of all company products, services, and promotions

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees