Customer Experience Representative

Customer Experience Representative (Remote)

Working Hours: Monday to Friday, 9-5 PST.

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 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:
The Customer Experience Representative position is responsible for the selling of company products and services by initiating and responding or follow up with established customers via telephone & email.  You’re also responsible for keeping customers informed about available services, supplies, prices and new products. Specifically, you’ll:

• Fulfill customer requests through incoming and outgoing telephone calls / emails providing information on whole goods, parts, pricing, availability, delivery, sales features and benefits, special programs and promotions
• Process customer orders utilizing SAP order entry platform
• Drive daily efficiency and communication through key dealer prioritization.
• Assist customers with initial contact on technical service questions, answering those issues as able, processing RGA forms for return items and product shortages, utilizing Technical Service Representatives for proper follow up and resolution.
• Meet monthly and quarterly customer service metrics
• Work with other customer service representatives and actively offer and accept assistance when work volumes fluctuate to ensure adequate phone and email inquiry coverage
• Responsible for meeting established sales quotas in territory by obtaining and renewing orders.
• Attendance and/or participation in product training, sales seminars and inside/outside sales meetings.

 
​The Person:
You’re a customer service professional who is agile and adaptable but works with precision to ensure we deliver a top-notch customer experience. You enjoy working in a fast-paced environment where the ability to multi-task is essential.

You also have: 

• An Associate’s Degree or three (3) years related sales experience with high school diploma or GED
• The ability to visualize mechanical and hydraulic situations relating to equipment.
• Microsoft Office suite (Word, Excel, PowerPoint, Outlook) and overall computer proficiency Strong communication skills both written and verbal
• Strong attention to detail and organizational skills
• Ability to multi-task and manage time in a productive manner
• Ability to work remotely with minimal supervision and effectively in a team environment
• Previous experience with a CRM, preferably SAP

The Details:

• Competitive salary 
• 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. 

 
 
What You’ll Also Get

• 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, Coursera®, 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 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-RL1

#LI-remote

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.

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