Sr. Customer Service Representative

Stanley Black & Decker - Danbury, CT

Full-time - Entry Level

Hybrid - Danbury, CT

10,001+ employees

Machinery Manufacturing

About the position

The Sr. Customer Service Representative at Stanley Black and Decker plays a crucial role in the Engineered Fastening team, serving as the primary contact for customer inquiries related to EDI transactions. This hybrid position involves both in-office and remote work, focusing on enhancing customer service efficiency and ensuring compliance with EDI standards.

Responsibilities

• Serve as the primary point of contact for customer inquiries regarding EDI transactions and processes.
• Assist customers in understanding EDI requirements and resolve any related issues promptly.
• Monitor and process EDI documents (e.g., purchase orders, invoices, shipping notices) to ensure accuracy and timely delivery.
• Collaborate with internal teams (e.g., sales, logistics, IT) to address customer needs and enhance service delivery.
• Maintain accurate records of customer interactions and EDI transactions in the CRM system.
• Identify and troubleshoot EDI-related issues, escalating them as necessary.
• Provide training and support to customers on EDI systems and best practices.
• Generate reports and analyze data to improve customer service efficiency and EDI performance.
• Stay updated on industry trends and EDI standards to ensure compliance and best practices.

Requirements

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven experience in customer service, with a focus on EDI processes.
• Familiarity with EDI standards (e.g., ANSI X12, EDIFACT) and related software.
• Experience using EDI customer mapping specs.
• Proficient in Microsoft Office Suite and CRM software.

Benefits

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