Sr Customer Service Representative-Order Management

Sr Customer Service Representative – Order Management

Stanley Black & Decker, Inc. is seeking an experienced Customer Service Representative to manage order entry, track order status, and provide product and service information for customers nationwide and internationally. This role is based in Highland Heights, OH.

• Order Management:
  • Enter customer orders accurately and within specified time frames.
  • Track and follow up on orders to ensure timely delivery.
  • Process customer orders and quotes received via phone, email, and customer portals.
• Customer Communication:
  • Respond promptly to customer inquiries and follow up as needed.
  • Maintain accurate records of customer interactions and documentation.
  • Advocate for customers by addressing expedite requests and ensuring resolution.
• Returns and Credit Processing:
  • Handle customer returns and process requests for credit.
  • Assist in resolving credit-related issues in collaboration with internal teams.
• Shipping and Logistics:
  • Manage shipping and invoicing documents to ensure accuracy.
  • Oversee import/export documentation and compliance with support of corporate customs compliance.
  • Schedule and coordinate freight for sales orders and miscellaneous shipments.

• High school diploma;
  Bachelor’s Degree preferred.
• Minimum 3 years’ experience in a manufacturing setting.
• Minimum 1 year of leadership experience.
• Proficient in Microsoft Office (Excel, Word, Outlook).
• Experience with order management/order entry or shipping/logistics, databases, and other systems including SAP and WMS, preferred.

• Competitive salary and comprehensive benefits plan, including medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement.
• Discounts on Stanley Black & Decker tools and partner programs.

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

EEO Statement: 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.