Job Description

Job Description
Customer Service Representative Westerville, OH

Come Build The World With Us

This is the career youve been waiting for your whole life. Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, youll get the unique chance to impact some of the worlds most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black & Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are
Were the Worlds largest tool company. Were industry visionaries. Were 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.

Who You Are
Youre a curious problem solver who has the ability to bring big ideas to life. Youre creative and scrappy but can navigate a large organization with ease. Youre agile and adaptable but work with precision to ensure we deliver top-notch customer experiences, always. You also have:

* Strong customer service skills including verbal communication, listening, relating and initiative
* Superior follow-up and cross functional skills & strong attention to detail
* Regular, consistent and punctual attendance
* Able to adapt and prioritize work to support our customers
* Able to learn new Skill Sets to advance the level of service provided

What Youll Do
Mac Tools is a supplier of professional grade automotive tools and storage solutions to our independent mobile Distributors who service professional automotive technicians. We operate a 50 seat on site call center designed to provide service and support to our Distributors in the US and Canada with answers relating to our product availability, pricing and shipment information. The Customer Service Representative position is a very important part of our family that supports our Distributors as business owners. They build sustainable relationships by providing accurate information in a timely manner.

Working in a collaborative and interactive environment, you will have a chance to work with people of all walks of life and no two days or calls will be the same. As you continue to grow and challenge yourself, you will have the ability to increase job responsibilities and earn a greater salary by learning advanced skills. The Customer Service Representative utilizes the learned skills to multitask between multiple tools and systems and apply this information and knowledge to customer service situations.

The Mac Tools Call Center also supports Consumer Technicians, Government & National Accounts and Vocational Schools across the United States and Canada. Specifically, youll:

* Provides resolutions to our customers questions by answering inbound calls, emails and Texts.
* Utilizes internal systems such as AS400 / SAP / Web / Salesforce.com to provide service to callers
* Handles complaint resolution competently by demonstrating the ability to openly listen, asking questions to clarify requests, relating empathetically and responding in a professional way
* Quickly interprets customer, product, and shipment information
* Able to accept and implement coaching feedback to achieve individual and team performance goals
* Responsible to continuously improving personal skill sets by gaining knowledge of internal systems and processes and by completing e-learning courses
* Represents Mac Tools in a professional and courteous manner through quality phone conversation and written correspondence

Key Metrics:

* Call & Written communication Quality
* Phone productivity
* Attendance
* Quarterly training course completion

Benefits & Perks
Youll get a competitive salary and a comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, 401k, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement. And, of course, discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.

What Youll Also Get

* Career Opportunity: Career paths arent linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.
* Learning & Development: Our lifelong learning philosophy means youll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).
* Diverse & Inclusive Culture: We pride ourselves on being an awesome place to work. We respect and embrace differences because thats how the best work gets done. Youll find we like to have fun here, too.
* Purpose-Driven Company: Youll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.

Stanley Black & Decker is one of the world's largest, fastest growing and most dynamic companies. SBD, a Fortune 200 company is a world-leading provider of tools and storage, commercial electronic security and engineered fastening systems, with unique growth platforms and a track record of sustained profitable growth.

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All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veterans status or any other protected characteristic.