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.
As the Key Account Representative (KAR) , you will have increased responsibilities supporting our Contact Centers daily operational rhythms and supporting larger customer accounts.
This includes handling of key account customer inquiries, sales order maintenance needs, and customer problem resolution.
As a Contact Center team member, you will communicate with customers via various channels using designated ERP, operating systems and web-based tools.
Success in this role will include the ability to demonstrate proficiency in written and verbal communications, possess a broad working knowledge of our products, systems and operations, along with the ability to utilize and adapt to Sales Order Management technology.
You may also assist in training new employees in addition to other duties as assigned by management.
Primarily Responsible for Sales Order Management and Block Reporting for a select group of strategic accounts.
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 for the assigned local market team.
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.
Resolve customer needs by offering alternative product options when backorders occur, cross selling, and up selling related categories to improve average sales value and increase Stanley Black and Decker margin
Cross train on other Key Accounts to act as a backup for other Key Account Representatives.
Operation under Stanley Black & Decker guidelines when resolving issues.
Proficient in SAP & Salesforce
Proficient in Microsoft Office; Excel, PowerPoint, Word, etc.
Experience with Order Management Systems (SAP), preferred
2 to 3+ years of customer service experience; call center environment preferred
High School Diploma or its equivalent required
Minimum of 12 months in current role (Internal Applicant)
Employee must not be on a Written Notice disciplinary action level (within the last 6 months - Internal Applicant)
Gaining or attained working knowledge proficiency in areas of discipline (Internal Applicant)
TPH (Transactions Per Hour) of 8 or higher (Internal Applicant)
Quality Scores of 95% or higher (Internal Applicant)
Behavioral & Leadership Skills
Ability to coach and teach peers
Maintain and expand knowledge of company products, services, and promotions
Strong attention to detail
Strong communication skills
Patience’s and a positive attitude
Willingness to learn and take initiative
Exercise good judgment
Goal and team orientated
Ability to recognize and adapt to change
Strong multitasking capabilities with the ability to prioritize high volume calls while maintaining professionalism and courtesy customer interactions
Locations for Contact Center opportunities :
East Longmeadow, MA