Customer Service Representative

at  Stanley Black Decker

KNOWLEDGE/SKILLS/ABILITIES:

• Proficient in Microsoft Office; Excel, PowerPoint, Word. SAP & Salesforce, Zendesk preferred.
• Interpreting KPI’S
• High level of English
• Excellent written and verbal communication skills
• Ability to research answers using multiple resources to satisfy customer inquiries in a timely manner.
• Patience and positive attitude

EDUCATION/EXPERIENCE:

• High School Diploma or its equivalent required
• 6 months to 1 years’ worth of experience within customer service and call center environment

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.

ABOUT THE ROLE:

The Customer Service Representative is responsible for solving customer’s questions and complaints related to our tools, striving to achieve customer satisfaction.
By identifying customer needs, displaying empathy, and using active listening, the representative will be empowered to make decisions and find the best suitable resolution for the customer while working in a collaborative environment where they can gain knowledge and enhance soft skills by receiving support and supporting others.

Specific Responsibilities :

• Effectively and professionally handles all customer inquiries - calls, email, web, and fax transactions to ensure satisfaction, while supporting Stanley Black & Decker’s Key Performance Indicators (KPIs).
• KPIs measured will include abandonment rate and answer time.
• Acts as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations.
• Consistently improves and manages customer communication flow on promotions and product information.
• Updates, maintains, and analyzes customer account profiles.
• Maintains working knowledge of all company products, services, and promotions.
• Assists in training new employees in addition to other duties as assigned by management.

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