Customer Service Representative

Customer Service Representative – Hybrid

Decorah, IA, United States

• Accept customer orders via phone, email, fax, and web.
• Process orders, transactions, and inquiries using an order ship and bill system.
• Collaborate with shipping and invoicing teams on customer orders.
• Respond to customer inquiries related to 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 to eliminate errors and inefficiencies.
• Manage and resolve customer complaints and escalations when required.
• Enter new customers and customer changes into the order ship and bill system.
• Ensure accuracy of pricing and delivery information.
• Assist Customer Service Supervisor in meeting departmental goals.

• Minimum 3 years of proven customer support experience.
• 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 in customer portals a plus.
• Technical aptitude and fastener experience a plus.
• Strong phone, listening, verbal and written communication skills.
• Intermediate computer skills, data entry, organization and time management.
• Good interpersonal, conflict resolution, patience, professionalism, multitasking, positive attitude, adaptability, high energy, team player and drive to succeed.

Competitive salary range: $34,400 – $55,400 per year.

Benefits include:

• Medical, dental, vision, life, and disability insurance.
• 401(k) plan and Employee Stock Purchase Plan.
• Paid time off, including vacation, holidays and personal days.
• Tuition reimbursement and comprehensive learning resources.
• Discounts on Stanley Black & Decker tools and partner programs.

All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic. If you require reasonable accommodation, please contact us at  or