Customer Service Representative

Stanley Black & Decker - Danbury, CT

Full-time - Entry Level

Hybrid - Danbury, CT

10,001+ employees

Machinery Manufacturing

About the position

The Customer Service Representative at Stanley Black and Decker serves as the primary point of contact for customers, handling inquiries, order processing, and providing exceptional service. This hybrid role requires effective communication and problem-solving skills to ensure customer satisfaction while working within the Engineered Fastening team in Danbury, CT.

Responsibilities

• Accept customer inquiries and orders via various methods (phone, internet, fax).
• Provide quality answers to pricing, availability, tracking, and order status.
• Provide invoices or packing slips and certificates as requested.
• Process orders using an order ship and bill system.
• Initiate quotation requests utilizing the Salesforce CRM software.
• Accept ownership for things that cannot be resolved immediately, and proactively follow up.
• Account coverage when needed.
• Escalate to Customer Service management when required.

Requirements

• Ability to read, write and understand the English language.
• Excellent written and oral communication skills.
• Computer literacy and ability to learn new computer programs.
• High school diploma or equivalent.
• Prior customer service preferred but not required.
• Ability to prioritize and multi-task.
• Familiarity with CRM systems and practices is preferred.
• Attention to detail and a strong sense of urgency.

Nice-to-haves

• Prior customer service experience is preferred.
• Familiarity with CRM systems and practices.

Benefits

• Medical, dental, life, vision insurance
• Wellness program
• Disability insurance
• 401(k) plan
• Employee Stock Purchase Plan
• Paid time off including vacation, holidays, and personal days
• Tuition reimbursement
• Discounts on Stanley Black & Decker tools and other partner programs.