Sr Customer Service Representative

Job Overview

Join to apply for the Sr Customer Service Representative role at Stanley Black & Decker, Inc.

Location:

Highland Heights, OH. Salary: $95,000 - $105,000.

• 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.

• Effective Communication:
  Demonstrated ability to communicate clearly and professionally with both internal and external customers across various channels, including in‑person, phone, email, and instant messaging.
• Attention to Detail:
  Proven ability to ensure accuracy in order processing, record‑keeping, and documentation management.
• Problem‑Solving
  
  Skills:
  
  Strong analytical and critical thinking skills to identify, address, and resolve customer issues effectively and efficiently.
• Team
  
  Collaboration:
  
  Ability to work collaboratively with colleagues and departments to achieve shared goals and contribute to a positive team environment.
• Customer Service
  
  Experience:
  
  Minimum of 5 years of experience in customer service or a related field, with a track record of delivering excellent customer support.
• Technical Proficiency:
  Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.) and experience with MRP systems (Navision preferred).
• Product Knowledge:
  Willingness and ability to learn a complex electro‑mechanical product line through interactions with customers, sales engineers, manufacturing teams, and product management.
• Time Management:
  Ability to manage multiple priorities effectively, meet deadlines, and adapt to changing demands in a fast‑paced environment.
• Education:
  
  Bachelor’s Degree preferred but not required, depending on relevant experience and skills.

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, and tuition reimbursement.
• Discounts on Stanley Black & Decker tools and other 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.

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Workplace discrimination is illegal (eeoc.gov).