Customer Service Representative

Customer Service Representative – Remote Ohio, United States

Come build something that matters. 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 approximately 43,500 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®.

As a Customer Service Representative, you’ll be part of our Engineered Fastening, Nelson Stud Welding Team working as a remote employee supporting our Elyria, OH location. You’ll get to:

• Accept customer orders via various methods (phone, internet, email, fax)
• Process orders, other transactions and various inquiries using an order ship and bill system
• Work closely with shipping and sales team to follow up on customer orders
• Respond effectively to customer inquiries pertaining to their orders and subsequent shipments
• Answer incoming phone calls
• Maintain an efficient filing/recordkeeping system of customer orders and inventory transactions
• Monitor and relay MRO needs for supplies or services to the Customer Care Manager
• Analyze customer order patterns/past product usage and proactively communicate with customer to ensure repeat orders are placed on time
• Initiate quotation requests utilizing the  CRM software
• Provide reliable information to both internal and external customers using PC and Internet software
• Assist with planning and resolution of delayed shipments
• Work with appropriate functional groups or team members to proactively eliminate errors and inefficiencies
• Manage and resolve customer complaints and escalations where necessary
• Enter new customers and/or customer changes into the order ship and bill system
• Ensure accuracy of pricing and delivery information
• Assist Customer Care Manager to meet departmental goals
• Support operations of NSW regional warehouses according to and in the absence of the Customer Care Manager
• Other duties as assigned

This role is not eligible for visa sponsorship (H1B, OPT/CPT, TN etc).

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have:

• Minimum of three (3) years proven customer support experience is required
• High School Diploma required, Associates or Bachelor’s Degree in Business or related field is preferred
• Experience in providing customer service in a manufacturing environment is preferred
• Familiarity with CRM systems and practices is preferred
• Experience working in customer portals a plus
• Technical aptitude and fastener experience a plus

Essential skills and proficiencies needed to be successful in this role include: phone skills, listening skills, clear verbal and written communication, intermediate computer skills, keyboard/data entry skills, organization skills, strong interpersonal skills, time management, analytical skills, ability to work under pressure, conflict resolution, patience, professionalism, ability to multitask, positive attitude, ability to use positive language, adaptability, high energy, team player, and the will to succeed.

You’ll receive a competitive salary and a great benefits plan, including:

• Medical
• dental
• life
• vision
• disability
• 401(k)
• Employee Stock Purchase Plan
• paid time off
• tuition reimbursement
• in addition to programs & benefits in support of your well-being

Discounts on Stanley Black & Decker tools and other partner programs.

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:
  Hel…