Customer Service Representative - Parts

Make A Difference For Those Who Make The World™

The Why

The diverse, purpose-driven Team at Stanley Black & Decker share a unified passion for creating products, tools and solutions for those who make the world. Wherever you go in our company, you’ll find uncompromised devotion to performance, innovation, customer satisfaction and social responsibility. Now is your chance to become one of these people within our growing Fortune 200 Company. A role with us will give you a strong understanding of how a world class organization creates and implements different strategies across our various commercial brands for a positive outcome.

The What

Reporting directly to the Customer Service Manager, the Customer Service Agent - Technical Parts will assist consumers, dealers and retailers using a customer centric attitude with inquiries about issues with our products and their need for replacement parts. They promote our products, parts and company to not only address the immediate needs of the customer, but ensure they have future confidence in us and our brands.

The How

• Agents will answer all or a subset of customer inquiries either by phone, fax, electronic media or email regarding trouble with assembly, use or operation of our products, parts orders and pricing, product and service availability, product features, order shipping status or delivery issues.  Enters and maintains parts orders in our business system

• Document calls as required into our call center case system to ensure the reason for the call and subsequent follow-up is available for other agents to reference and to support the collection of team metrics
  Perform part look-ups and provides the correct part numbers using technical diagrams, cross references and engineering specifications
  Diagnose consumer issues and provides the part number or simple corrective action to repair consumer products, sending consumers to our authorized service dealers when appropriate for warranty or other repairs
  Document requests for returns and credits, warranty claims etc. by phone, fax, electronic media or email for the order support team to process

• Take credit card payment for consumer and retailer phone orders using PCI compliant standard work when necessary

What we need 

• University Degree or College diploma in Business preferred

• 3-4 years working as a Customer Service Representative ideally in a call center or call que environment

• Knowledge of small combustible engines or power equipment a strong asset

• Experience using an order management system such as Mapics/InforXA is considered a strong asset

• Strong experience with Excel, Word, SalesForce is also required

• Bilingual English & French

What you get

• A creative role with independence

• Opportunity for career advancement with a fortune 200 company

• Competitive compensation & benefits package including RRSP contributions

• Company Perks including: Goodlife Fitness discounts, Employee product purchase, and many more!

What’s more, you’ll get that pride that comes from empowering makers, doers, protectors and everyday heroes all over the world. We’re more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We’re visionaries and innovators. As successful as we’ve been in the past, we have so much further to go. That’s where you come in. Join us!

Stanley Black & Decker believes in giving each and every applicant an equal opportunity to succeed on their own merit.  We strive to hire employees that reflect and support the diverse perspectives, experiences and needs of employees and our communities including but not limited to race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, and disability. We remain committed to upholding the values of equity, diversity, and inclusion in our work environments. We know that diversity underpins excellence, and that we all share responsibility for creating an equitable, diverse and inclusive organization. Therefore, in pursuit of our values, we seek employees who will work respectfully and constructively with differences across the organizational hierarchy in actualizing SBD’s priorities, goals and principles of equity and inclusivity. If accommodation is required at any point in the recruitment process, please contact a member of our Recruitment Team. Please note that as part of our recruitment process, candidates in the final stages will be required to complete a background check which may include a criminal background, credit and drivers abstract check.

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.