Distributor Services Support Specialist

Distributor Services Support Specialist - Remote

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 43,500 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 Distributor Services Support Specialist/Customer Service Representative you’ll be part of our Mac Tool team working as a remote employee.      

You’ll get to:  

• Answers on average 80 inbound calls per day

• Utilizes internal systems such as AS400 / Web / Salesforce to provide service to callers

• Takes product orders, looks up product information, researches charges and credits to customer accounts

• Offers products as an addition to our customer’s orders while on the phone as a part of normal phone interaction

• Handles complaint resolution competently by demonstrating the ability to openly listen, asking questions to clarify requests, relating empathetically and responding in a professional way

• Quickly interprets customer, product, and shipment information

• Demonstrates strong customer service skills while on the phone

• Responsible to continuously improving personal skill sets by gaining knowledge of internal systems and by completing e-learning courses

• Represents Mac Tools in a professional and courteous manner through quality phone conversation and written correspondence

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: 

• Strong customer service skills including listening, relating, initiative, and focused on providing the customer quality support

• Superior follow-up and cross functional skills

• Strong attention to detail

• Able to adapt and prioritize work to support our customers

Key Metrics:

• Call Quality

• Written communication quality

• Accuracy of work including order input, return input and all correspondence internal and external

• Phone productivity

• Attendance

• Quarterly training course completion

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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The Salary range for this position is $38,300.00 - $61,600.00

• This is the lowest to highest annual full-time salary range we would pay for this role at the time of this posting. The salary offered within the range may vary depending on multiple factors including job level, geographic location, job-related knowledge, skills, qualifications, experience and in compliance with local wage requirements. Please note that salary is only one component of total rewards at Stanley Black & Decker. ​

• The salary range listed in this job