Customer Service Rep II

 

Customer Service Rep II

 

With over 150 years in business, Stanley? is one of the world?s most recognized and trusted brand names for tools, hardware, doors and home decor products. To promote the continuation of our quality reputation, progressive work environment and international growth, Stanley Security Solutions, a division of The Stanley Works is currently hiring the best talent available for a Customer Service Rep II.

 

The qualified candidate will provide customer service support to the organization by obtaining and verifying the accuracy of order information in a timely manner. Assist customers with Best and Non-Best products by ensuring orders contain all materials necessary to accomplish their security objectives. Offering products to complete, compliment and/or support the security objectives. Initiate and/or implement corrective action as needed in order to provide a level of customer service necessary to support the achievement of defined corporate and department goals. This position will support the customer by providing basic and intermediate level product knowledge on routine and non-routine issues, supported by an intermediate knowledge level of the mechanical product line and a basic knowledge of the electronic products. Support sales force as necessary to meet customer needs.

Responsibilities:
1. Receive, edit process and verify the accuracy of orders from customers utilizing the computerized software system and customer purchase orders. The focus will be on basic orders of a routine nature.
2. Work with customer to ensure all necessary and/or complimentary products are offered when placing order.
3. Initiate required action for response to customer service request for order changes including the maintenance of order information files, and communicate changes to the appropriate personnel.
4. Operate a computer workstation to obtain and extract order information, and provide Customer Service management with the data for inclusion in various scheduled and special reports.
5. Recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the Customer Service Department.
6. Prepare, generate and distribute daily reports and order acknowledgments to appropriate personnel.
7. Provide administrative support related to the preparation of invoices for shipments of finished goods.
8. Provide back-up support to other group members in the performance of job duties as necessary.
9. Receive, evaluate, and answer customer inquiries, of an advanced nature, in a timely manner.
10. Receive, settle and follow up on customer inquires and complaints to assure action as assigned by the Coordinator or Manager.
11. Maintain accurate customer records.
12. Represent the company to customers. May maintain direct, continuing relationship with certain customers.
13. Performs duties and responsibilities as described in the quality system.
14. Perform other related duties in support of the office as assigned by management.

Requirements:
 Skills or experience with personalu computers, including electronic E-mail, personal scheduling, word processing and electronic spreadsheet skills.
 Working knowledge of SAP or ERP systemsu preferred.
? Ability to be customer service orientated.
? Knowledge of BEST mechanical and basic electronic product lines is required.
? Ability to professionally handle difficult customers.
? Ability to handle multiple tasks.
? Must be detailed orientated.
? Skills or experience with personal computers, including electronic E-mail, personal scheduling, word processing and electronic spreadsheet skills.
? High School graduate or equivalent.
? Associates Degree preferred.
? 3 - 4 years customer service experience required.
? Must have the ability to lift up to 10 pounds.

 

 

At Stanley, we offer an outstanding array of benefits and a competitive salary that upholds our commitment to excellent employee care. Please forward your resume in confidence to: krodenbeck@stanleyworks.com

EOE