B2B Sr. Customer Service Representative

About the role

The B2B Sr. Customer Service Representative role is available remotely in the USA. Join a team of approximately 43,500 diverse and high-performing professionals globally, working with brands such as DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

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.

Skills

• Customer service experience.
• SAP & Salesforce proficiency.
• Microsoft Office proficiency.
• Data analysis.
• Communication skills.

Benefits

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan.
• Paid time off, including paid vacation, holidays & personal days.
• 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. 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 offered for this role.