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 Towson, MD.
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.
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.
Associate's Degree required. 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
Stanley Black And Decker