Customer Service Representative

Stanley Black & Decker•Decorah, IA

15d•$34,400 - $55,400•Hybrid

About The Position

As a Customer Service Representative, you’ll be part of our Engineered Fastening team working as a hybrid employee. You’ll get to accept customer orders via various methods (phone, internet, email, fax), process orders, other transactions and various inquiries using an order ship and bill system, and work closely with shipping/invoicing on customer orders. You will respond effectively to customer inquiries pertaining to their orders and subsequent shipments, analyze customer order patterns/past product usage and proactively communicate with customers to ensure repeat orders are placed on time, and initiate quotation requests. You will provide reliable information to both internal and external customers using PC and Internet software, assist with planning and resolution of delayed shipments, and work with appropriate functional groups or team members to proactively eliminate errors and inefficiencies. You will manage and resolve customer complaints and escalate where necessary, enter new customers and/or customer changes into the order ship and bill system, and ensure accuracy of pricing and delivery information. You will also assist the Customer Service Supervisor to meet departmental goals.

Requirements

Minimum of three (3) years proven customer support experience is required.
High School Diploma required
phone skills
listening skills
clear verbal and written communication
intermediate computer skills
keyboard/data entry skills
organization skills
strong interpersonal skills
time management
analytical skills
ability to work under pressure
conflict resolution
patience
professionalism
ability to multitask
positive attitude
ability to use positive language
adaptability
high energy
team player
will to succeed

Nice To Haves

associate or bachelor’s degree in business or related field is preferred.
Experience in providing customer service in a manufacturing environment preferred.
Familiarity with CRM systems and practices is preferred.
Experience working in customer portals a plus.
Technical aptitude and fastener experience a plus.

Responsibilities

Accept customer orders via various methods (phone, internet, email, fax).
Process orders, other transactions and various inquiries using an order ship and bill system.
Work closely with shipping/invoicing on customer orders.
Responds effectively to customer inquiries pertaining to their orders and subsequent shipments.
Analyzes customer order patterns/past product usage and pro-actively communicates with customer to ensure repeat orders are placed on time.
Initiates quotation requests.
Provide reliable information to both internal and external customers using PC and Internet software.
Assist with planning and resolution of delayed shipments.
Work with appropriate functional groups or team members to proactively eliminate errors and inefficiencies.
Manage and resolve customer complaints and escalate where necessary.
Entering new customers and/or customer changes into the order ship and bill system.
Ensure accuracy of pricing and delivery information.
Assists Customer Service Supervisor to meet departmental goals.