Customer Service Representative

Customer Service Representative – Remote
Ohio, United States
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 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 Customer Service Representative, you’ll be part of our Engineered Fastening, Nelson Stud Welding Team working as a remote employee supporting our Elyria, OH location. You’ll get to:

- Accept customer orders via various methods (phone, internet, email, fax)

- Process orders, other transactions and various inquiries using an order ship and bill system.

- Work closely with shipping and sales team to follow up on customer orders

- Responds effectively to customer inquiries pertaining to their orders and subsequent shipments.

- Answer incoming phone calls.

- Maintain an efficient filing/recordkeeping system of customer orders and inventory transactions.

- Monitor and relay MRO needs for supplies or services to the Customer Care Manager.

- Analyzes customer order patterns/past product usage and pro-actively communicates with customer to ensure repeat orders are placed on time.

- Initiates quotation requests utilizing the Salesforce.com CRM software.

- Provide reliable information to both internal and external customers using PC and Internet software.

- Assist with planning and resolution of delayed shipments.

- Work with appropriate functional groups or team members to proactively eliminate errors and inefficiencies.

- Manage and resolve customer complaints and escalate where necessary.

- Entering new customers and/or customer changes into the order ship and bill system.

- Ensure accuracy of pricing and delivery information.

- Assists Customer Care Manager to meet departmental goals.

- Supports operations of NSW regional warehouses according to and in the absence of the Customer Care Manager.

- Other Duties as assigned.

This role is not eligible for visa sponsorship (H1B, OPT/CPT, TN etc).
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:

- Minimum of three (3) years proven customer support experience is required.

- High School Diploma required, Associates or Bachelor’s Degree in Business or related field is preferred.

- Experience in providing customer service in a manufacturing environment is preferred.

- Familiarity with CRM systems and practices is preferred.

- Experience working in customer portals a plus.

- Technical aptitude and fastener experience a plus.

- Essential skills and proficiencies needed to be successful in this role include: phone skills, listening skills, clear verbal and written communication, intermediate computer skills, keyboard/data entry skills, organization skills, strong interpersonal skills, time management, analytical skills, ability to work under pressure, conflict resolution, patience, professionalism, ability to multitask, positive attitude, ability to use positive language, adaptability, high energy, team player, and the will to succeed.

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 y