Customer Service Representative

About the role

The Customer Service Representative role is part of the Engineered Fastening team at Stanley Black & Decker. This hybrid position involves accepting customer orders, processing transactions, responding to inquiries, analyzing order patterns, and assisting with delayed shipments.

Responsibilities

• Accept customer orders via various methods (phone, internet, email, fax).
• Process orders, other transactions and various inquiries using an order ship and bill system.
• Work closely with shipping/invoicing on customer orders.
• Responds effectively to customer inquiries pertaining to their orders and subsequent shipments.
• Analyzes customer order patterns/past product usage and pro-actively communicate with customer to ensure repeat orders are placed on time.
• Initiates quotation requests.
• Provide reliable information to both internal and external customers using PC and Internet software.
• Assist with planning and resolution of delayed shipments.
• Work with appropriate functional groups or team members to proactively eliminate errors and inefficiencies.
• Manage and resolve customer complaints and escalate where necessary.
• Entering new customers and/or customer changes into the order ship and bill system.
• Ensure accuracy of pricing and delivery information.
• Assists Customer Service Supervisor to meet departmental goals.

Requirements

• Minimum of three (3) years proven customer support experience is required.
• A High School Diploma required, associate or bachelor’s degree in business or related field is preferred.
• Experience in providing customer service in a manufacturing environment preferred.
• Familiarity with CRM systems and practices is preferred.
• Experience working in customer portals a plus.
• Technical aptitude and fastener experience a plus.

Qualifications

• Phone skills, listening skills, clear verbal and written communication, intermediate computer skills, keyboard/data entry skills, organization skills, strong interpersonal skills, time management, analytical skills, ability to work under pressure, conflict resolution, patience, professionalism, ability to multitask, positive attitude, ability to use positive language, adaptability, high energy, team player, and will to succeed.

Benefits

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tools and other partner programs.