Stanley Black & Decker, Inc.
Provides power tools, hand tools, outdoor equipment, engineered fastening systems and industrial solutions.
Customer Service II
On-site CS rep handling pricing, sales, service & issue resolution for DeWALT customers.
Job Highlights
About the Role
The Customer Service Representative position is an on‑site role within the T&O Commercial team for the DEWALT brand. The employee will work Monday through Friday, with additional hours as needed to meet customer demand. Key duties include handling pricing, cataloguing items, verifying quantities, and processing customer orders. The representative will attract and assist customers both at the counter and by phone, answer product and service questions, and suggest additional offerings to drive incremental sales. The role also involves providing product application guidance, explaining features and benefits, and selling services, programs, and accessories. When issues arise, the representative must clarify complaints, determine root causes, propose solutions, and follow up to ensure resolution. • Process pricing, catalog numbers, quantities, and complete customer orders. • Respond to product and service inquiries in‑store and via phone, driving additional sales. • Educate customers on product features, applications, proper maintenance, and accessories. • Troubleshoot and resolve customer complaints, determine root causes, and ensure follow‑up. • Read schematics to identify parts needed for tool repairs. • Provide superior customer service and salesmanship in a retail/service environment.
Key Responsibilities
- ▸order processing
- ▸pricing
- ▸customer service
- ▸product education
- ▸complaint resolution
- ▸schematic reading
What You Bring
Ideal candidates have experience in a retail or service‑oriented customer‑facing environment, can read schematics to identify required parts, and possess superior customer service and salesmanship skills. Bilingual proficiency is preferred, and applicants must be proficient with Microsoft Office applications, especially Excel, PowerPoint, Word, and Outlook. • Preferred bilingual ability and strong proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook).
Requirements
- ▸bilingual
- ▸microsoft office
- ▸retail experience
- ▸read schematics
- ▸customer service
- ▸salesmanship
Benefits
The position offers a competitive salary and a comprehensive benefits package that includes medical, dental, vision, life, wellness, disability, 401(k) with matching, an Employee Stock Purchase Plan, paid time off, tuition reimbursement, and discounts on Stanley Black & Decker tools. Stanley Black & Decker supports employee growth through multiple career paths across its 20+ brands, a digital learning portal, Lean Academy, and a culture that values diversity, equity, and inclusion. Employees are encouraged to give back through volunteerism and sustainable initiatives. • Work full‑time Monday‑Friday with flexibility for extra hours as required. • Receive competitive salary, medical/dental/vision, life insurance, wellness program, disability, 401(k), ESPP, PTO, tuition reimbursement, and tool discounts. • Access career development opportunities, digital learning resources, and a diverse, inclusive culture.
Work Environment
Field