Representative I

FULL TIME HOURS OF OPERATION MONDAY- FRIDAY 8am-5pm

This is an in-bound entry level Customer Service Call Center role providing current and potential customers with point of contact assistance.  This position will use PC based systems to answer and document customer inquiries, assist customers with the purchase of STANLEY BLACK AND DECKER’s outdoor power equipment and genuine factory parts and provide customer service after the purchase of the product.

Duties and Responsibilities:

• Answer all incoming phone calls within quality standards and follow established standard work processes.
• Utilize company provided resources and training to effectively respond to inquiries regarding shipping and delivery, product registration, order tracking, credit/return statuses, missing parts, and general customer and end-user/consumer complaints related to equipment and parts.
• Apply proven sales techniques to identify and satisfy the customer’s immediate needs and make suggestions for additional parts and accessories.
• Gather and input customer contact, inquiry or sales information into the appropriate PC based tracking and/or ordering system.
• Effectively utilize parts look-up programs.
• Meet departmental established quality metrics and sales goals and provide a first-class customer service experience based on mutually beneficial business decisions.
• Utilize up-selling and cross-selling techniques to meet customer needs.
• Willingness to grow through support and training for continuous improvement.
• Responsible for daily 6S activities, such as housekeeping, maintaining an organized and safe work area, and any appropriate paperwork/check sheets. (continuous improvement from Chat).
• Other duties as assigned

Specialized Knowledge/Skills:

• Self-motivated, customer service driven with a strong work ethic and drive for continuous improvement.
• Typical work shift hours from 8:30am-5pm Monday-Friday
• Excellent customer service skills with a positive attitude by providing friendly, helpful and courteous assistance.
• Proficient in multiple software applications
• Ability to multitask and work in a fast-paced, team-oriented environment.
• Ability to professionally and effectively communicate using verbal and written skills.

Experience/Educational Requirements:

• High school diploma or GED required. Associate or Bachelor’s Degree a plus
• Experience in sales or customer service a plus

Work Environment:

• This is a remote role. May be requested to come in to the office on an “as-needed” basis.  

STANLEY BLACK AND DECKER Products was founded over 80 years ago and is headquartered in Valley City, a half hour south of Cleveland, Ohio. Our passion has led STANLEY BLACK AND DECKER to be a worldwide leader of outdoor power equipment with facilities in Europe, North America, Asia, Australia and South America producing equipment for both residential and commercial markets.

STANLEY BLACK AND DECKER is an equal opportunity employer M/F/D/V.

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 [email protected].  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)