B2B Sr. Customer Service Representative

About the role

The B2B Sr. Customer Service Representative role is available for remote work in the USA. This position is part of the Tools & Outdoor Contact Center team and is responsible for acting as a liaison with various stakeholders to meet and exceed customer expectations. Key responsibilities include handling customer inquiries via phone, email, web, and fax, analyzing data, and improving customer communication flow.

Responsibilities

• Act as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations.
• Hold a higher level of customer service professionalism, call escalations.
• Ability to analyze data and report findings.
• Effectively and professionally oversee all customer inquiries - calls, email, web, and fax transactions to ensure satisfaction, while consistently leading and hitting Key Performance Indicators (KPIs).
• Consistently improve and manage customer communication flow on promotions and product information.

Requirements

• 1 to 2+ years of customer service experience; call center environment preferred.
• A High School Diploma or equivalent required.
• Proficient in SAP & Salesforce.
• Proficient in Microsoft Office.
• Interpreting KPI’s.
• Willingness to assist new team members and peers, including training.
• Strong attention to detail.
• Effective communication skills.

Qualifications

• High School Diploma or its equivalent required.
• 1 to 2+ years of customer service experience; call center environment preferred.
• Proficient in SAP & Salesforce.
• Proficient in Microsoft Office.
• Interpreting KPI’s.
• Willingness to assist new team members and peers, including training.
• Strong attention to detail.
• Effective communication skills.

Skills

• Customer service experience.
• Call center experience.
• SAP proficiency.
• Salesforce proficiency.
• Microsoft Office proficiency.
• Data analysis.
• Customer relationship management.
• Communication skills.

Benefits

• Medical
• Dental
• Life
• Vision
• Disability
• 401(k)
• Employee Stock Purchase Plan
• Paid time off
• Tuition reimbursement
• Discounts on Stanley Black & Decker tools and other partner programs

Pay

The salary range for this position is $38,300.00 - $61,600.00 annually. The salary offered within the range may vary depending on multiple factors including job level, geographic location, job-related knowledge, skills, qualifications, experience, and in compliance with local wage requirements.

Schedule

Remote work is available for this position.