Job Description

About the role:

The Customer Service Representative is responsible for solving customer’s questions and complaints related to our tools, striving to achieve customer satisfaction.

By identifying customer needs, displaying empathy, and using active listening, the representative will be empowered to make decisions and find the best suitable resolution for the customer while working in a collaborative environment where they can gain knowledge and enhance soft skills by receiving support and supporting others.

Specific Responsibilities

• Effectively and professionally handles all customer inquiries - calls, email, chat, to ensure satisfaction, while supporting Stanley Black & Decker’s Key Performance Indicators (KPIs).
• KPIs measured will include TPH, AHT, CSAT, MOD (moments of delight), NPS, and other team goals set by the organization.
• Acts as a liaison with FSCs and other departments as needed to advocate for the customer.
• Updates customer requestor profile in our CRM on every interaction
• Maintains working knowledge of all company products, services, and processes.
• Assists in training new employees in addition to other duties as assigned by management.

Knowledge/Skills/Abilities:

• Proficient in Microsoft Office; Excel, PowerPoint, Word. SAP and Zendesk preferred.
• Interpreting KPI’S
• High level of English
• Excellent written and verbal communication skills
• Ability to research answers using multiple resources to satisfy customer inquiries in a timely manner.
• Patience and positive attitude

Education/Experience:

• High School Diploma or its equivalent required
• 6 months to 1 years’ worth of experience within customer service and call center environment

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 43,500 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.

Who We Are

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.

Global Benefits & Perks
You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire.

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development:
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose-Driven Company:
You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.