Customer Service Representative - CS/Wrnty/Sales

Customer Support Representative

Valley City, OH, United States

Come build your career.

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 approximately 48,000 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 Support Representative, you’ll be part of our Tools & Outdoor team working as a remote employee. You’ll get to:  

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

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: 

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

The Details:

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

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• 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 digital learning portal.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.
• 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!

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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