Customer Service Representative

Stanley Black & Decker - Danbury, CT

Full-time - Entry Level

Hybrid - Danbury, CT

10,001+ employees

Machinery Manufacturing

About the position

The Customer Service Representative at Stanley Black and Decker serves as the primary point of contact for customers, handling inquiries and orders through various communication channels. This hybrid role requires a commitment to providing exceptional customer service while managing multiple tasks efficiently. The representative will work within the Engineered Fastening team in Danbury, CT, contributing to the company's mission of excellence and innovation.

Responsibilities

• Accept customer inquiries and orders via phone, internet, and fax.
• Provide quality answers to pricing, availability, tracking, and order status inquiries.
• Provide invoices, packing slips, and certificates as requested.
• Process orders using an order ship and bill system.
• Initiate quotation requests utilizing Salesforce CRM software.
• Take ownership of unresolved issues and proactively follow up.
• Provide account coverage when needed.
• Escalate issues to Customer Service management when required.

Requirements

• Ability to read, write, and understand the English language.
• Excellent written and oral communication skills.
• Computer literacy and ability to learn new computer programs.
• High school diploma or equivalent.
• Prior customer service experience preferred but not required.
• Ability to prioritize and multi-task.
• Familiarity with CRM systems and practices is preferred.
• Attention to detail and a strong sense of urgency.

Nice-to-haves

• Prior experience in customer service is preferred.
• Familiarity with Salesforce CRM software.

Benefits

• Medical, dental, life, vision insurance
• Wellness program
• Disability insurance
• 401(k) retirement plan
• Employee Stock Purchase Plan
• Paid time off including vacation, holidays, and personal days
• Tuition reimbursement
• Discounts on Stanley Black & Decker tools and partner programs