Senior Specialist, Customer Service

Position Title: Senior Specialist, Customer Service

Division: SBD

Department: Business Care

Reports To: Business Care Manager

Come build something that matters.

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 approximately 48,000 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job: The aim of the Business Care team is to deliver Industry Leading Customer Service & build excellent working relationships with our customers providing professional and consistent Customer Support.

You’ll get to:

• Respond to customer communication from both internal and external customers in a timely and accurate manner
• Work within tight SLA’s
• Manage orders and process credits on time and accurately
• Consult with Distribution Centers and Carriers to resolve issues

• Use product and process knowledge to resolve relevant issues
• Continuously working to improve levels of service tailored to individual customers
• Communicate internally with all relevant sections of the business
• Make decisions within business parameters to fulfil customer requirements
• Maintain filing and record systems
• Download Weekly Orders and manipulate fulfilled Orders through Excel
• Work with Customer portals to create ASN, advise Bookings and Back In Stock Information
• Work with Customer portals to manage Query Resolution
• Have a proactive approach to improving processes

Responsibilities

• Contribute to team KPI’s
• Achieves individual performance objectives
• Accuracy and visibility of all data relating to customers is maintained
• Build relationships with customers within area of responsibility
• Ability to prioritise, manage workload and multitask

The Details: You’ll receive a competitive salary and a great benefits plan, Discounts on Stanley Black & Decker tools and other partner programs.

And More: We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.
• Learn: Have access to a wealth of learning resources, including our digital learning portal.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.

What’s more, you’ll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We’re more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We’re visionaries and innovators. As successful as we’ve been in the past, we have so much further to go. That’s where you come in. Join us!

#LI-AT1 #LI-Onsite #LI-Hybrid

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 43,500 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

Global Benefits & Perks
You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire.

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development:
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose-Driven Company:
You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.