Customer Service Representative – Hybrid/Remote
Make Your Mark. Shape Your Future.
It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World. Sound like you? Join our top-notch team of nearly 60,000+ professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT, CRAFTSMAN, STANLEY, BLACK+DECKER, CUB CADET, and more.
What You’ll Do
As a Customer Service Representative you’ll be part of our Mac Tool team working as a remote employee.
You’ll get to:
Answers on average 80 inbound calls per dayUtilizes internal systems such as AS400 / Web / Salesforce to provide service to callersTakes product orders, looks up product information, researches charges and credits to customer accountsOffers products as an addition to our customer’s orders while on the phone as a part of normal phone interactionHandles complaint resolution competently by demonstrating the ability to openly listen, asking questions to clarify requests, relating empathetically and responding in a professional wayQuickly interprets customer, product, and shipment informationDemonstrates strong customer service skills while on the phoneResponsible to continuously improving personal skill sets by gaining knowledge of internal systems and by completing e-learning coursesRepresents Mac Tools in a professional and courteous manner through quality phone conversation and written correspondence
Who You Are
You always strive to do a good job…but wouldn’t it be great if you could do your job and do a world of good? You care about quality – at every level. You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. In fact, you embrace it. You also have:
Key Metrics:
Call QualityWritten communication qualityAccuracy of work including order input, return input and all correspondence internal and externalPhone productivityAttendanceQuarterly training course completionEssential Skills & Experience:
Strong customer service skills including listening, relating, initiative, and focused on providing the customer quality supportSuperior follow-up and cross functional skillsStrong attention to detailAble to adapt and prioritize work to support our customers
What You’ll Receive
You’ll receive a competitive salary and a great benefits plan:
How You’ll Feel
We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to:
We Don’t Just Build The World, We Build Innovative Technology Too.
Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.
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.
Benefits & Perks
You’ll get a competitive salary and a comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement. And, of course, discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.
What You’ll Also Get
Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.
Learning & Development:
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).
Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.
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.
EEO Statement:
All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.
If you require reasonable accommodation to complete an application or access our website, please contact us at (860) 827-3923 or at accommodations@sbdinc.com. Due to volume, we cannot respond to unrelated inquiries about the status of a completed application or resetting an account password.
Know Your Rights: Workplace discrimination is illegal (eeoc.gov)