Senior B2B Customer Service Representative
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Job Description
B2B Sr. Customer Service Representative managing customer relationships and inquiries for Stanley Black & Decker. Collaborating effectively with sales and service personnel to exceed expectations.
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 Stanley Black & Decker’s Key Performance Indicator’s (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
- High School Diploma or its 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
Benefits:
- Medical, dental, life, vision, disability
- 401(k)
- Employee Stock Purchase Plan
- Paid time off
- Tuition reimbursement
- Discounts on Stanley Black & Decker tools and other partner programs
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