[Hiring] Senior Customer Service Manager @Stanley Black & Decker, Inc.

Role Description

As a Sr. Customer Service Manager, you’ll be part of our Stanley Engineered Fastening team working as a Remote employee. You’ll get to:

• Lead and develop customer service managers to achieve service excellence.
• Define and implement customer service strategies, policies, and procedures that improve customer satisfaction and operational efficiency.
• Monitor and analyze key performance indicators such as response time, resolution time, customer satisfaction, service level attainment, and quality scores.
• Manage complex customer escalations and ensure timely, effective resolution.
• Partner cross-functionally with sales, operations, supply chain, quality, IT, and other business functions to address customer issues and improve end-to-end service delivery.
• Drive continuous improvement initiatives to streamline workflows, reduce service gaps, and enhance customer experience.
• Oversee workforce planning, staffing, training, and coaching to ensure team capability and coverage.
• Prepare and present service performance reports, trends, risks, and recommendations to senior leadership.

Qualifications

• Bachelor’s degree in Business, Operations, Supply Chain, Communications, or a related field.
• 7+ years of experience in customer service, customer operations or order management within a B2B, industrial, manufacturing, or engineered products environment.
• Strong experience with service metrics, escalation management, and continuous improvement.
• Demonstrated ability to work cross-functionally and influence outcomes across a matrixed organization.
• Strong communication, leadership, and problem-solving skills.
• Experience with ERP, CRM, and customer service technologies.

Benefits

• 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.
• Career paths aren’t linear here, with opportunities to grow and develop skills along multiple career paths.
• Access to a wealth of learning resources, including our digital learning portal.
• Experience a diverse and inclusive culture with mutual respect and appreciation for a wide range of perspectives.
• Opportunity to make positive changes locally and globally through volunteerism and sustainable business practices.

Company Description

We’re the World’s largest tool company. We’re industry visionaries. We’re 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.