What are the responsibilities and job description for the Customer Experience Representative position at Stanley Black and Decker?
Customer Experience Representative – Remote, Nationwide
Make A Difference For Those Who Make The World™
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 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 Experience Representative, you’ll be part of our Parts team. You’ll get to:
- Fulfill customer requests through incoming and outgoing telephone calls / emails providing information on whole goods, parts, pricing, availability, delivery, sales features and benefits, special programs and promotions.
- Process customer orders utilizing SAP order entry platform
- Drive daily efficiency and communication through key dealer prioritization.
- Assist customers with initial contact on technical service questions, answering those issues as able, processing RGA forms for return items and product shortages, utilizing Technical Service Representatives for proper follow up and resolution.
- Meet monthly and quarterly customer service metrics
- Work with other customer service representatives and actively offer and accept assistance when work volumes fluctuate to ensure adequate phone and email inquiry coverage
- Responsible for meeting established sales quotas in territory by obtaining and renewing orders.
- Attendance and/or participation in product training, sales seminars and inside/outside sales meetings.
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:
- Associate Degree or three (3) years related sales experience with high school diploma or GED.
- The ability to visualize mechanical and hydraulic situations relating to equipment.
- Proficiency with MS Office with emphasis on Word, Excel and Outlook
- Strong communication skills both written and verbal
- Strong attention to detail and organizational skills
- Ability to multi-task and manage time in a productive manner
- Ability to work remotely with minimal supervision and effectively in a team environment
- SAP experience preferred
You’ll receive a competitive salary and a great benefits plan:
- Medical, dental, life, vision, wellness program, disability, 401(k), Employee Stock Purchase Plan, paid time off and tuition reimbursement.
- Discounts on Stanley Black & Decker tools and other partner programs.
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:
- Grow: Be part of our global company with 20 brands to grow and develop your skills along multiple career paths.
- Learn: Have access to a wealth of learning resources, including our Lean Academy, Coursera® and online university.
- Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for diversity, equity and inclusion.
- Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back and sustainable business practices.
What’s more, you’ll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We’re more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We’re visionaries and innovators. As successful as we’ve been in the past, we have so much further to go. That’s where you come in. Join us!
#LI-CG1 #LI-Remote
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.
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