Sr Customer Service Representative

Stanley Black & Decker, Inc. • Highland Heights, OH

39d • Onsite

About The Position

Come build your career. 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. We want our company to be a place you'll want to be - and stay. Being part of our team means you'll get to: Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths. Learn: Have access to a wealth of learning resources, including our digital learning portal. Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences. Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices. What's more, you'll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We're more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We're visionaries and innovators. As successful as we've been in the past, we have so much further to go. That's where you come in. Join us! Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you'll get the unique chance to impact some of the world's most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights. We're the World's largest tool company. We're industry visionaries. We're solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art "smart factory" products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

Requirements

• Demonstrated ability to communicate clearly and professionally with both internal and external customers across various channels, including in-person, phone, email, and instant messaging.
• Proven ability to ensure accuracy in order processing, record-keeping, and documentation management.
• Strong analytical and critical thinking skills to identify, address, and resolve customer issues effectively and efficiently.
• Ability to work collaboratively with colleagues and departments to achieve shared goals and contribute to a positive team environment.
• Minimum of 5 years of experience in customer service or a related field, with a track record of delivering excellent customer support.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.) and experience with MRP systems (Navision preferred).
• Willingness and ability to learn a complex electro-mechanical product line through interactions with customers, sales engineers, manufacturing teams, and product management.
• Ability to manage multiple priorities effectively, meet deadlines, and adapt to changing demands in a fast-paced environment.
• Bachelor's Degree preferred but not required, depending on relevant experience and skills.

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.
• comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement.
• discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Machinery Manufacturing