Senior Customer Service Manager

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 nearly 60,000 professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, CRAFTSMAN®, CUB CADET®, STANLEY® and BLACK+DECKER®.

As a Sr. Customer Service Manager, you’ll be part of our Stanley Engineered Fastening team working as a Remote employee.

• Lead and develop customer service managers to achieve service excellence.
• Define and implement customer service strategies, policies, and procedures that improve customer satisfaction and operational efficiency.
• Monitor and analyze key performance indicators such as response time, resolution time, customer satisfaction, service level attainment, and quality scores.
• Manage complex customer escalations and ensure timely, effective resolution.
• Partner cross-functionally with sales, operations, supply chain, quality, IT, and other business functions to address customer issues and improve end-to-end service delivery.
• Drive continuous improvement initiatives to streamline workflows, reduce service gaps, and enhance customer experience.
• Oversee workforce planning, staffing, training, and coaching to ensure team capability and coverage.
• Prepare and present service performance reports, trends, risks, and recommendations to senior leadership.

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.

• Bachelor’s degree in Business, Operations, Supply Chain, Communications, or a related field.
• 7+ years of experience in customer service, customer operations or order management within in a B2B, industrial, manufacturing, or engineered products environment.
• Strong experience with service metrics, escalation management, and continuous improvement.
• Demonstrated ability to work cross-functionally and influence outcomes across a matrixed organization.
• Strong communication, leadership, and problem-solving skills.
• Experience with ERP, CRM, and customer service technologies.

The Total Target Cash Compensation range for this position is $ - $. This is the lowest to highest total target cash compensation range we would pay for this role at the time of this posting. Total target cash compensation offered may vary depending on multiple factors including job level, geographic location, job-related knowledge, skills, qualifications, experience and in compliance with local wage requirements.

This role is eligible for a sales incentive plan or commission. Therefore, the total target cash compensation range is inclusive of base salary and target variable cash compensation. Please note that salary is only one component of total rewards at Stanley Black & Decker. The target cash compensation range listed in this job posting reflects the range for the primary location specified.

The cash compensation range may vary for other locations. The successful candidate may be eligible for annual merit increases.

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tools and other partner programs.
• Medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays &…