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Stanley Black & Decker, Inc.

Customer Service Rep

Stanley Black & Decker, Inc. - Southington, CT

Customer Service Rep




Job Description

The Stanley Black & Decker Contact Center Team of the Global Tools & Storage (GTS) Division is growing in dynamic new ways and we recognize that the right people, offering their expertise and ideas, will enable us to continue our success. Stanley Black & Decker is one of the world’s most recognized and trusted brand names. We pride ourselves on providing exceptional customer service. Our continued growth has created an opening for Customer Responsiveness Representative/Contact Center Agent position in Southington, CT.

Job Summary:

Support Contact Center daily operations for the Business to Consumer team. This includes handling of customer inquiries, sales order maintenance needs and problem resolution. Individual represents Stanley Black & Decker, providing quality Customer Service with confidence while delivering results. The Contact Center team member communicates with customers via various channels using designated ERP, operating systems and web-based tools. The candidate should possess the ability to research answers using multiple resources to satisfy customer inquiries in a timely manner. This individual must demonstrate proficiency in written and verbal communications, possess a broad working knowledge of Stanley Black & Decker products, systems and operations, along with the ability to utilize and adapt to Contact Center technology. Candidate may assist in training new employees in addition to other duties as assigned by management.

*Responsibilities: *

Effectively handle all call, email, web and fax transactions to ensure customer/consumer satisfaction by supporting Stanley Black & Decker’s Key Performance Indicator’s (KPIs). KPIs measured will include abandonment rate and answer time.

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.

Be an involved business partner. Take ownership while exercising good judgment and propensity to effect change.

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

Travel and attend meetings as required to represent the department and company.

*Required Qualifications: *

Associate’s Degree or BA/BS preferred. Will consider those presently enrolled and attending an accredited program.

Minimum of 1 year experience with customer service (call center preferred).

Knowledge, Skills, Abilities and Competencies:

Strong Customer Service Skills

Excellent Communication Skills

Measuring/basic math skills

Hand Tool knowledge

Power Tool knowledge

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, veteran’s status or any other protected characteristic.

Requisition Number:



Customer Service Rep


US - GTS - Operations

State / Country / Province:




No. of Positions:


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6 days 4 hours ago

Stanley Black & Decker, Inc.


Customer Service Rep Stanley Black & Decker, Inc. - Southington, CT, United States


Location: Southington, CT

Company Profile:
When you trace it all the way back, it comes down to three individuals: Frederick Stanley, Duncan Black, and Alonzo Decker. Three passionate individuals who built powerful companies that they were so proud of they put their names on them. Hundreds of years later, we’re proud to continue their legacies and we’re proud to carry their names forward. In 1843, Frederick Stanley started a small shop in New Britain, Connecticut, to manufacture bolts, hinges, and other hardware from wrought iron. With superior quality, consistent innovation, and rigorous operational improvement, Stanley’s company defined excellence, and so did his products. In 1910, S. Duncan Black and Alonzo G. Decker started their shop, similar in size at first, in Baltimore, Maryland. Six years later they changed the world by obtaining the world’s first patent for a portable power tool, and the company they built has been changing the world ever since. Both companies grew in parallel over the ensuing decades, amassing an unparalleled family of brands and products and an even more impressive wealth of industry expertise. In 2010, the two companies combined to form Stanley Black & Decker, to deliver the tools and solutions that industrial companies, professionals, and consumers count on to be successful when it really matters. Just as it was in 1843, our passion for excellence is seen around the world in our disciplined operations, purposeful business growth, and loyal customer relationships.