Customer Service Representative

Customer Service Representative – Hybrid

This is a hybrid position and will be required to be on-site in Decorah, IA on Tuesday, Wednesday and Thursday every week.

Decorah, IA, United States

Come build something that matters.

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 Service Representative, you’ll be part of our Industrial team working as a hybrid employee. 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/invoicing 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
• 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: 

• 3+ years proven customer support experience is required
• High School Diploma required, Associates 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
• 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

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!

#LI-Hybrid

#LI-MB1

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanl