B2B Sr. Customer Service Representative

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

6d•$38,300 - $61,600•Remote

About The Position

As a B2B Sr. Customer Service Representative, you’ll be part of our Tools & Outdoor Contact Center team working as a remote employee. You’ll get to: Act as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations. Hold a higher level of customer service professionalism, call escalations. Ability to analyze data and report findings. Effectively and professionally oversee all customer inquiries - calls, email, web, and fax transactions to ensure satisfaction, while consistently leading and hitting Stanley Black & Decker’s Key Performance Indicator’s (KPIs). Consistently improve and manage customer communication flow on promotions and product information.

Requirements

1 to 2+ years of customer service experience; call center environment preferred.
High School Diploma or its equivalent required.
Proficient in SAP & Salesforce.
Proficient in Microsoft Office.
Interpreting KPI’s.
Willingness to assist new team members and peers, including training.
Strong attention to detail.
Effective communication skills.

Responsibilities

Act as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations.
Hold a higher level of customer service professionalism, call escalations.
Ability to analyze data and report findings.
Effectively and professionally oversee all customer inquiries - calls, email, web, and fax transactions to ensure satisfaction, while consistently leading and hitting Stanley Black & Decker’s Key Performance Indicator’s (KPIs).
Consistently improve and manage customer communication flow on promotions and product information.