Customer Service Representative

Customer Service Representative – Danbury, CT, United States – Hybrid

Come make the world and accelerate your success.

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 more than 50,000 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job:  

As a Customer Service Representative, you’ll be part of our Engineered Fastening team located in Danbury, CT (This is a Hybrid position - 3 days in office/2 days remote). You’ll get to:    

• 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 and invoicing coworkers to follow up 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 communicates with customer to ensure repeat orders are placed on time

• Initiates quotation requests utilizing the Salesforce.com CRM software

• 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.

The Person:  

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good?  In fact, you embrace it. You also have:

Minimum of three (3) years proven customer support experience is required

• 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

• Customer support experience in the aerospace industry a plus

• Essential skills and proficiencies needed to be successful in this role include: 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 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 and storage company and #2 security solutions provider, with a leading presence in engineered fastening. We’re visionaries. Industry 4.0 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.

The Details:

You’ll receive a competitive salary and a great benefits plan including:

• 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.

And More:

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 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 to