Business Care Manager, Hybrid

Towson, MD, New Britain, CT, Huntersville, NC or Valley City, OH

What You’ll Do

The Manager, Business Care, Transportation & Customer Compliance is a customer-facing supply chain leadership role responsible for the end-to-end management of day-to-day customer order fulfillment, transportation execution, and customer compliance performance. This role leads the Business Care, Transportation Analyst, and Compliance Analyst functions, ensuring strong operational execution from receipt of the customer purchase order through distribution center shipment, transportation, delivery, and final customer receipt.

The Manager serves as a primary operational partner to the customer and works closely with the Customer Supply Chain Event Planning Manager to connect planned customer activity with successful execution. The Manager is accountable for order management, transportation KPIs, compliance adherence, chargeback and dispute management, and systemic process improvement.

Business Care & Customer Fulfillment Leadership

• Lead the day-to-day Business Care and Customer Fulfillment function, ensuring customer purchase orders are accurately received, audited, processed, and fulfilled.
• Maintain oversight of all Business Care Analyst responsibilities while providing leadership, prioritization, coaching, and escalation support.
• Oversee auditing of turn/base-business orders for pricing alignment, minimum order quantities, product availability, order blocks, customer-specific requirements, and other fulfillment exceptions.
• Lead escalations involving shortages, allocation, pricing discrepancies, EDI issues, fulfillment constraints, and other order-management exceptions.
• Establish standardized operating procedures and controls to improve order accuracy, execution, and customer experience.

Transportation & Compliance Management

• Provide direct leadership and oversight of the Transportation & Compliance Analyst function and retain accountability for the complete analyst scope.
• Ensure purchase orders and shipments are tracked from receipt through distribution center shipment, delivery, and customer receipt.
• Oversee carrier capacity management, particularly for collect-freight customers, and ensure capacity risks are proactively communicated and escalated.
• Manage transportation escalations involving Distribution Centers, carriers, customer transportation teams, and internal logistics partners.
• Own transportation performance including On-Time Pickup, On-Time Delivery, Customer Service Level, Carrier Capacity, Distribution Center Execution, and Appointment Compliance.
• Lead root-cause analysis for recurring transportation failures and drive corrective actions with the appropriate operational partners.
• Ensure customer compliance requirements are documented, communicated, monitored, and embedded in day-to-day operational processes.
• Oversee compliance KPIs and deductions including ASN compliance, on-time performance, fill-rate/service-level compliance, routing and transportation compliance, purchase-order compliance, and customer-specific requirements.
• Oversee investigation, documentation, submission, and resolution of customer deductions and disputes through applicable customer portals.
• Establish reporting for chargebacks, disputes, recoveries, root causes, and financial exposure.
• Translate recurring compliance failures and deduction trends into sustainable process improvements across Business Care, Transportation, Distribution, and Customer Supply Chain.

Who You Are

You always strive to do a good job…but wouldn’t it be great if you could do your job and do a world of good? You care about quality – at every level. You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. In fact, you embrace it. You also have:

Desired Skills:

• Solid computer proficiency (Microsoft Office, SAP, Excel, Business Warehouse)
• Effective communication skills, both written and verbal required
• Willingness to learn
• Ability to analyze and problem- solve
• Time Management
• Desired Experience & Education:
• BA/BS Degree in Supply Chain Management, Business Management, Operations Mgt, or related experience preferred
• 5-7 years Customer Operations, Supply Chain experience preferred
• Previous experience leading employees, analysts, projects, or cross-functional workstreams strongly preferred.
• Demonstrated experience in a customer-facing supply chain environment with responsibility for operational performance and customer relationships.
• Strong understanding of end-to-end customer order management from purchase order receipt through customer delivery.
• ·Experience managing transportation performance, Distribution Center execution, customer compliance requirements, deductions, and dispute resolution.
• Working knowledge of ERP/order-management systems, EDI transactions, customer portals, transportation systems, and analytical/reporting tools; SAP experience preferred.

What You’ll Receive

You’ll receive a competitive salary and a great benefits plan:

• Medical, dental, life, vision, wellness program, disability, 401(k), Employee Stock Purchase Plan, paid time off and tuition reimbursement.
• Discounts on Stanley Black & Decker tools and other partner programs.

How You’ll Feel

We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to:

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.
• Learn: Have access to a wealth of learning resources, including our Lean Academy, Coursera® and online university.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for diversity, equity, and inclusion.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back and sustainable business practices.

As the face of Supply Chain, the Customer Fulfillment Analyst leads the SBD to Customer Relationship, integrating the strategic objectives of both organizations to maximize execution of Customer Service, and provide value generating opportunities within the framework of Supply Chain Excellence. Aligns Customer CTQ’s and initiatives with functional operating departments (Supply Planning, Demand Planning, Finance, Manufacturing, Transportation, Distribution, Sales, and Marketing) to attain sales revenue targets, on time performance, service level for the customer/channel.

What’s more, you’ll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We’re more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We’re visionaries and innovators. As successful as we’ve been in the past, we have so much further to go. That’s where you come in. Join us!

#LI-Hybrid

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This role is not eligible for visa sponsorship (H1B, OPT/CPT, TN etc). 

• This is the lowest to highest annual full-time salary range we would pay for this role at the time of this posting. The salary offered within the range may vary depending on multiple factors including job level, geographic location, job-related knowledge, skills, qualifications, experience and in compliance with local wage requirements. Please note that salary is only one component of total rewards at Stanley Black & Decker. ​

• The salary range listed in this job posting reflects the range for the primary location specified. The salary range may vary for other locations.​

• The successful candidate may be eligible for annual merit increases. ​

• 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 tool sand other partner programs.