Senior Customer Service Manager
About The Position
The Senior Customer Service Manager will be part of Stanley Engineered Fastening and work remotely, with travel of up to 25% as needed. The role leads and develops customer service managers and establishes strategies, policies, and procedures to improve customer satisfaction and operational efficiency. It oversees service performance, complex escalations, workforce planning, staffing, training, and coaching, while working across business functions to improve end-to-end service delivery. The manager also drives continuous improvement and presents service performance, trends, risks, and recommendations to senior leadership.
Requirements
- Bachelor’s degree in Business, Operations, Supply Chain, Communications, or a related field.
- At least 7 years of experience in customer service, customer operations, or order management within a B2B, industrial, manufacturing, or engineered products environment.
- Strong experience with service metrics, escalation management, and continuous improvement.
- Demonstrated ability to work cross-functionally and influence outcomes across a matrixed organization.
- Strong communication, leadership, and problem-solving skills.
- Experience with ERP, CRM, and customer service technologies.
Responsibilities
- Lead and develop customer service managers to achieve service excellence.
- Define and implement customer service strategies, policies, and procedures that improve customer satisfaction and operational efficiency.
- Monitor and analyze response time, resolution time, customer satisfaction, service level attainment, and quality scores.
- Manage complex customer escalations and ensure timely, effective resolution.
- Partner with sales, operations, supply chain, quality, IT, and other business functions to address customer issues and improve end-to-end service delivery.
- Drive continuous improvement initiatives to streamline workflows, reduce service gaps, and enhance customer experience.
- Oversee workforce planning, staffing, training, and coaching to ensure team capability and coverage.
- Prepare and present service performance reports, trends, risks, and recommendations to senior leadership.
Benefits
- Medical insurance
- Dental insurance
- Life insurance
- Vision insurance
- Disability benefits
- 401(k)
- Employee Stock Purchase Plan
- Paid time off, including vacation, holidays, and personal days
- Tuition reimbursement
- Discounts on Stanley Black & Decker tools, products, and partner programs
- Wellness program
- Learning and development resources, including a digital learning portal, Lean Academy, and online university
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What This Job Offers
Job Type
Full-time
Career Level
Senior
