Distributor Services Support Specialist

Stanley Black & Decker, Inc.•Ohio USA - Remote, OH

1d•Remote

About The Position

As a Distributor Services Support Specialist/Customer Service Representative you’ll be part of our Mac Tool team working as a remote employee. You’ll get to: Answers on average 80 inbound calls per day Utilizes internal systems such as AS400 / Web / Salesforce to provide service to callers Takes product orders, looks up product information, researches charges and credits to customer accounts Offers products as an addition to our customer’s orders while on the phone as a part of normal phone interaction Handles complaint resolution competently by demonstrating the ability to openly listen, asking questions to clarify requests, relating empathetically and responding in a professional way Quickly interprets customer, product, and shipment information Demonstrates strong customer service skills while on the phone Responsible to continuously improving personal skill sets by gaining knowledge of internal systems and by completing e-learning courses Represents Mac Tools in a professional and courteous manner through quality phone conversation and written correspondence.

Requirements

Strong customer service skills including listening, relating, initiative, and focused on providing the customer quality support
Superior follow-up and cross functional skills
Strong attention to detail
Able to adapt and prioritize work to support our customers

Responsibilities

Answers on average 80 inbound calls per day
Utilizes internal systems such as AS400 / Web / Salesforce to provide service to callers
Takes product orders, looks up product information, researches charges and credits to customer accounts
Offers products as an addition to our customer’s orders while on the phone as a part of normal phone interaction
Handles complaint resolution competently by demonstrating the ability to openly listen, asking questions to clarify requests, relating empathetically and responding in a professional way
Quickly interprets customer, product, and shipment information
Demonstrates strong customer service skills while on the phone
Responsible to continuously improving personal skill sets by gaining knowledge of internal systems and by completing e-learning courses
Represents Mac Tools in a professional and courteous manner through quality phone conversation and written correspondence