B2B Customer Service Representative

B2B Customer Service Representative – Remote

Towson, MD | New Britain, CT

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®.

As the Customer Service Representative, you will support our Contact Centers daily operational rhythms. This includes handling of customer inquiries, sales order maintenance needs and problem resolution. As a Contact Center team member, you will communicate with customers via various channels using designated ERP, operating systems, and web-based tools.

The Job:

As a Customer Service Representative, you’ll be part of our Tools & Outdoor Contact Center team as a remote employee. You’ll get to: 

• Effectively and professionally oversee all customer inquiries - calls, email, web, and fax transactions to ensure satisfaction, while supporting and consistently hitting Stanley Black & Decker’s Key Performance Indicator’s (KPIs)

• Act as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations

• Consistently improve and manage customer communication flow on promotions and product information.

• Update, maintain, and analyze customer account profiles. 

• Maintain working knowledge of all company products, services, and promotions

The Person:

You always strive to do a good job…but wouldn’t it be great if you could do your job and do a world of good? You care about quality – at every level. You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. In fact, you embrace it. You also have:

Desired Skills:

• Proficient in Microsoft Office

• SAP & Salesforce preferred

• Interpreting KPI’s

• Patience and a Positive Attitude

• Willingness to learn and take initiative

Desired Experience & Education:

• 0 to 1+ years’ worth of experience within customer service; call center environment preferred 

• Requires High School Diploma or its equivalent

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!

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.

The base pay range for this position in California, Colorado, Washington, New York, Massachusetts, and Maryland is $33,400- $53,700 per year. Pay is based on market location and may vary depending on job-related knowledge, skills, and experience. A sign-on payment may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other ben