Customer Service Representative

Customer Service Representative - Hybrid

Decorah, IA, United States

Come build something that matters. It takes great people to achieve greatness – people with a sense of purpose and integrity, a relentless pursuit of excellence, and a commitment to making things better. Join a global team of diverse, high‑performing professionals who support iconic brands such as DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

• Accept customer orders via phone, internet, email, and fax.
• Process orders, transactions, and inquiries using the Order Ship & Bill system.
• Collaborate with shipping/invoicing teams on customer orders.
• Respond to customer inquiries about orders and shipments.
• Analyze customer order patterns and proactively communicate to ensure repeat orders are placed on time.
• Initiate quotation requests.
• Provide reliable information to internal and external customers using PC and Internet software.
• Assist with planning and resolution of delayed shipments.
• Work with functional groups or team members to eliminate errors and inefficiencies.
• Manage and resolve customer complaints, escalating when necessary.
• Enter new customers and/or customer changes into the Order Ship & Bill system.
• Ensure accuracy of pricing and delivery information.
• Assist the Customer Service Supervisor in meeting departmental goals.

• Minimum of three (3) years proven customer support experience (required).
• High School Diploma required; associate or bachelor’s degree in business or related field preferred.
• Experience providing customer service in a manufacturing environment preferred.
• Familiarity with CRM systems and practices preferred.
• Experience working with customer portals a plus.
• Technical aptitude and fastener experience a plus.
• Essential skills: phone and listening skills, clear verbal and written communication, intermediate computer and keyboard/data entry skills, organization, strong interpersonal skills, time management, analytical thinking, ability to work under pressure, conflict resolution, patience, professionalism, multitasking, positive attitude, positive language, adaptability, high energy, team player, and drive to succeed.

• Competitive salary range: $34,400.00 – $55,400.00 annually.
• Benefits include medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement.
• Additional programs and discounts on Stanley Black & Decker tools and partner products.

Visa sponsorship not available (H1B, OPT/CPT, TN, etc.).

The salary range listed in this posting reflects the range for the primary location specified. The range may vary based on job level, geographic location, qualifications, and local wage requirements.