Associate Specialist, Customer Service

Customer Service Representative Hybrid/Remote

Make Your Mark. Shape Your Future.

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 nearly 60,000+ professionals globally who are making their mark on some of the worlds most beloved brands, including DEWALT, CRAFTSMAN, STANLEY, BLACK+DECKER, CUB CADET, and more.

What Youll Do
As a Customer Service Representative youll be part of our Mac Tool team working as a remote employee.

Youll 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 customers 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

Who You Are
You always strive to do a good jobbut wouldnt 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. Youre not intimidated by innovation. In fact, you embrace it. You also have:

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

Essential Skills & Experience:

• 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

What Youll Receive
Youll receive a competitive salary and a great benefits plan:

• 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.

How Youll Feel
We want our company to be a place youll want to be and stay. Being part of our team means youll 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

We Dont 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 by over 58,000 professionals in 60 countries across the globe. Here, youll get the unique chance to impact some of the worlds most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are

Were the Worlds largest tool company. Were industry visionaries. Were solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art smart factory products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

Benefits & Perks

Youll get a competitive salary and a comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement. And, of course, discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.

What Youll Also Get

Career Opportunity: Career paths arent linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development:
Our lifelong learning philosophy means youll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because thats how the best work gets done. Youll find we like to have fun here, too.

Purpose-Driven Company:
Youll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.

EEO Statement:
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, veterans status or any other protected characteristic.

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