Sr Customer Service Representative-Order Management

Stanley Black & Decker • Highland Heights, OH

3d • Onsite

About The Position

Sr Customer Service Representative, Onsite Highland Heights, OH Come make the world and accelerate your success. It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of more than 50,000 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®. The Job: The Customer Service Representative will serve as the primary point of contact for customers both nationally and internationally, handling order intake, tracking order status, and providing detailed information about our products and services. This role is dedicated to advocating for our customers and distributors by ensuring their needs are met and issues are resolved promptly. The representative will collaborate with internal teams and stakeholders to deliver exceptional service and maintain strong customer relationships.

Requirements

• Highschool diploma
• Minimum 3 years’ experience in a manufacturing setting.
• Minimum 1 years' leadership experience
• Proficient in Microsoft Office to include Excel, Word, and Outlook.

Nice To Haves

• Bachelor’s Degree preferred.
• Experience with order management/order entry or shipping/logistics, databases, and other systems including SAP and WMS, preferred.

Responsibilities

• Enter customer orders accurately and within specified timeframes.
• Track and follow up on orders to ensure timely delivery.
• Process customer orders and quotes received via phone, email, and customer portals.
• Respond promptly to customer inquiries and follow up as needed.
• Maintain accurate records of customer interactions and documentation.
• Advocate for customers by addressing expedite requests and ensuring resolution.
• Handle customer returns and process requests for credit.
• Assist in resolving credit-related issues in collaboration with internal teams.
• Manage shipping and invoicing documents to ensure accuracy.
• Oversee import/export documentation and compliance with support of corporate customs compliance.
• Schedule and coordinate freight for sales orders and miscellaneous shipments.

Benefits

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement.
• Discounts on Stanley Black & Decker tools and other partner programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED