Dimensions of the role:
The aim of the Business Care Team is to deliver Industry Leading Customer Service & build excellent working relationships with our customers providing professional and consistent Customer Support.

Accountabilities

• To ensure exceptional Customer Service is provided to customers together with all interfacing departments
• To ensure that orders, returns, claims and queries from customers are processed and handled in an efficient and effective manner
• Key point of contact for all matters relating to order processing / management for all business areas
• Work within tight SLA’s

• Continuously working to improve levels of service tailored to individual customers
• Communicate internally with all relevant sections of the business
• Make decisions within business parameters to fulfil customer requirements.

Responsibilities

• Supervise the daily operations of the Business Care Team
• Produce and distribute weekly reports as specified by the Business Care Manager
• Work closely with the Business Care Manager to identify inefficiencies in processes and implement more effective ways of working where applicable
• Be an escalation point for customer queries and complaints where they cannot be resolved by the team
• Provide support and cover for other team members
• Responsible to ensure that cover documentation is up to date and available
• Ensure that all new starters, permanent or temporary receive training/induction as specified by the Business Care Manager
• Carry out delegate tasks as specified and agreed with the Business Care Manager
• Achieves individual performance objectives
• Build relationships with customers within area of responsibility
• Ability to prioritise, manage workload and multitask

Skills and Knowledge

• 1-2 years customer service experience as a minimum (Essential)
• Problem solving, analytical skills and methodical thinking
• SAP (or similar ERP system) experience (Desirable)
• Numerate with a high working knowledge of Excel spreadsheets (Essential)
• Excellent written and verbal communication skills
• Team player with excellent time management skills and good attention to detail
• Passionate to deliver great Customer Service
• Excellent Interpersonal skills, ability to communicate to all levels
• Be a self-starter and flexible

We Don’t Just Build The World, We Build Innovative Technology Too.
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, you’ll get the unique chance to impact some of the world’s 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
We’re the World’s largest tool company. We’re industry visionaries. We’re 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.
Global Benefits & Perks
You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire.
What You’ll Also Get
Career Opportunity: Career paths aren’t 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 you’ll 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 that’s how the best work gets done. You’ll find we like to have fun here, too.
Purpose-Driven Company:
You’ll 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.