Business Care Team Leader (B2B Customer Service)

at  Stanley Black Decker

THE PERSON (REQUIREMENTS):

• Min. 1-2 years customer service experience (required)
• Previous team leadership, coordinator or project management experience
• Passionate to deliver great Customer Service
• GCSE English and Math minimum grade C, or equivalent
• Microsoft Word - intermediate, Excel - Advanced
• Numerate with a high working knowledge of Excel spreadsheets (Essential)
• SAP (or similar ERP system) experience (Desirable)
• Excellent written and verbal communication skills
• Team player with excellent time management skills and good attention to detail
• Excellent Interpersonal skills, ability to communicate to all levels
• Be a self-starter and flexible
• Problem solving, analytical skills and methodical thinking
• Ability to prioritize, manage workload and multitask
• Driver’s license (desired)

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.

PURPOSE

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.

THE JOB (RESPONSIBILITIES):

• Supervise the daily operations of the Business Care Team
• Ensure exceptional Customer Service is provided to customers together with all interfacing departments
• Ensure that orders, returns, claims and queries from customers are processed and handled in an efficient and effective manner
• Key point of contact for all matters relating to order processing / management for all business areas
• Work within tight SLA’s
• 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
• Produce and distribute weekly reports as specified by the Business Care Manager
• Work closely with the Business Care Manager to identify inefficiencies in processes and implement more effective ways of working where applicable
• Be an escalation point for customer queries and complaints where they cannot be resolved by the team
• Provide support and cover for other team members
• Responsible to ensure that cover documentation is up to date and available
• Ensure that all new starters, permanent or temporary receive training/induction as specified by the Business Care Manager
• Carry out delegate tasks as specified and agreed with the Business Care Manager
• Build relationships with customers within area of responsibility

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