Senior Customer Service Manager
About The Position
The Senior Customer Service Manager will work remotely as part of the Stanley Engineered Fastening team, with travel of up to 25% as needed. The role leads customer service managers and develops strategies, policies, and procedures to improve customer satisfaction and operational efficiency. It monitors service performance, manages complex escalations, and works across business functions to improve end-to-end service delivery. The manager also drives continuous improvement, oversees workforce planning and team development, and reports service performance, trends, risks, and recommendations to senior leadership. The position offers a competitive total target cash compensation range of $105,000 to $169,100, inclusive of base and target variable cash compensation. The role is eligible for a sales incentive plan or commission.
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 to improve customer satisfaction and operational efficiency.
- Monitor and analyze service KPIs, including 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 resolve 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
- Wellness program
- Discounts on Stanley Black & Decker tools and products
- Discount programs for partner vendors
- Learning and development resources, including Lean Academy and an online university
- Career development opportunities
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
