About the Role The Customer Service Representative is responsible for solving customer's questions and complaints related to our tools, striving to achieve customer satisfaction. Key Responsibilities - Effectively and professionally handles all customer inquiries - calls, email, web, and fax transactions to ensure satisfaction, while supporting Stanley Black & Decker's Key Performance Indicators (KPIs). - KPIs measured will include abandonment rate and answer time. - Acts as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations. - Consistently improves and manages customer communication flow on promotions and product information. - Updates, maintains, and analyzes customer account profiles. - Maintains working knowledge of all company products, services, and promotions. - Assists in training new employees in addition to other duties as assigned by management. Knowledge/Skills/Abilities Required - Proficient in Microsoft Office; Excel, PowerPoint, Word. SAP & Salesforce, Zendesk preferred. - Interpreting KPI'S - High level of English - Excellent written and verbal communication skills - Ability to research answers using multiple resources to satisfy customer inquiries in a timely manner. - Patience and positive attitude Education/Experience - High School Diploma or its equivalent required - 6 months to 1 years' worth of experience within customer service and call center environment Join Our Team We are looking for talented individuals who share our passion for innovation and excellence. If you are motivated, enthusiastic, and passionate about delivering exceptional customer experiences, we encourage you to apply. At Stanley Black & Decker, we offer a dynamic work environment that fosters growth, development, and recognition. We provide opportunities for career advancement, competitive compensation and benefits, and a collaborative culture that values diversity and inclusion.