Come Make the World With Us

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of 56,000+ professionals in 60 countries who are making their mark on some of the world’s most beloved brands, including DEWALT, CRAFTSMAN, STANLEY, BLACK+DECKER, IRWIN, LENOX and more.

What You’ll Do

The Director of Customer Service will lead our Customer Service Team, driving customer excellence and improved service.  As the face of Stanley Black and Decker’s brands, the Director of Customer will be a hands-on leader focused on delivering world-class customer service with an emphasis on strategic thought leadership.  This position will regularly interact with employees, all levels of management across the Stanley Black & Decker Enterprise and commercial customers with the end-goal of improving customer satisfaction and efficiencies in Sales Order Management.  This person will also ensure adequate representation within special projects and initiatives to ensure departmental impacts are clearly and accurately communicated as needed.  You’ll get to:  

• Manage a diverse team of customer service experts in multiple business locations
• Business owner responsible for ensuring customer service metrics are met while supporting sales and marketing. KPIS measured will include Customer Satisfaction, Responsiveness, Service Levels, and Cost to Serve.
• Lead and advocate as the Voice of the Customer in key meetings and projects
• Coordinate training and development of Contact Center Staff across multiple locations
• Lead process improvement and systems projects to improve efficiency, support business development and improve service to customers.
• Handle escalated customer complaints
• Work closely with Commercial/Sales Associates, Customers, Distribution Partners, internal Supply Chain Team, and Accounts Receivables Team
• Manage, develop/mentor, and grow Customer Service Team to support ever changing business needs
• Attend Operational meetings and/or Customer Meetings as required

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: 

• 10+ years Customer Service Experience
• Demonstrate proficiency in SAP and Salesforce.com
• Align with essential department’s Executive Leadership
• Strong reporting skills
• Drive Customer Excellence
• Lead, coach & develop direct reports & teams
• Interviewing & talent acquisition
• Time management
• Establish plans/projects to hit objectives
• Strong interpersonal, verbal & written skills
• Ability to drive change within group and cross-functionally
• Strong business acumen
• Strong presentation and communication skills

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.