Senior Customer Service Manager- Remote
Up to 25% travel, as needed
The Job:
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.
The Person:
You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have:
- 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 in 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.
The Details:
You’ll receive a competitive salary and a great benefits plan, including:
- 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.
And More:
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 digital learning portal.
- Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.
- Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.
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!
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The Total Target Cash Compensation range for this position is $105,000.00 - $169,100.00
This is the lowest to highest total target cash compensation range we would pay for this role at the time of this posting. Total target cash compensation offered may vary depending on multiple factors including job level, geographic location, job-related knowledge, skills, qualifications, experience and in compliance with local wage requirements. This role is eligible for a sales incentive plan or commission. Therefore, the total target cash compensation range is inclusive of base salary and target variable cash compensation. Please note that salary is only one component of total rewards at Stanley Black & Decker.
The target cash compensation range listed in this job posting reflects the range for the primary location specified. The cash compensation 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 tools and other partner programs.
