Senior Customer Service Manager

🔥 0 minutes ago

🦌 Connecticut – Remote

🦌 Connecticut – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Stanley Black & Decker, Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1843

🚘 Automotive

🏗️ Construction

📦 Logistics

💰 Post-IPO Debt on 2023-03

Automotive • Construction • Logistics

Stanley Black & Decker, Inc. is a leading global provider of tools, outdoor products, and industrial solutions. Known for its iconic brands such as DEWALT, CRAFTSMAN, and Stanley, the company offers a wide range of tools and solutions for various industries, including engineered fastening and manufacturing technologies. Headquartered in New Britain, Connecticut, Stanley Black & Decker is committed to innovation, sustainability, and empowering people through its community initiatives. The company plays a significant role in the skilled trades sector, focusing on upskilling and inclusive culture, aiming for a positive impact on both the planet and its people.

📋 Description

• Lead and develop customer service managers to achieve service excellence • Define and implement customer service strategies, policies, and procedures • Improve customer satisfaction and operational efficiency • Monitor and analyze response time, resolution time, customer satisfaction, service level attainment, and quality score KPIs • Manage complex customer escalations and ensure timely, effective resolution • Partner with sales, operations, supply chain, quality, IT, and other business functions • Drive continuous improvement initiatives to streamline workflows, reduce service gaps, and enhance customer experience • Oversee workforce planning, staffing, training, coaching, team capability, and coverage • Prepare and present service performance reports, trends, risks, and recommendations to senior leadership

🎯 Requirements

• 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 • Up to 25% travel, as needed

🏖️ Benefits

• Medical, dental, life, vision, and disability insurance • 401(k) • Employee Stock Purchase Plan • Paid time off, including paid vacation, holidays, and personal days • Tuition reimbursement • Wellness program • Discounts on Stanley Black & Decker tools and products • Discount programs for partner vendors • Career development and multiple career paths • Digital learning portal, Lean Academy, and online university • Certificates and specializations from renowned colleges and universities • Volunteerism, giving back, and sustainable business practices • Annual merit increases may be available

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