Customer Service Account Manager

The Stanley Works is an S&P 500 Company, is a worldwide supplier of tools, hardware and security solutions for professional, industrial and consumer use.  With over $4B in global sales, Stanley is viewed as a world leader in the marketplace. We currently have an opening for a dynamic individual to join our team as a Customer Service Account Manager.

 

Specific Responsibilities:

1. Provide support to Strategic Account customers by answering customer questions, taking orders, troubleshooting problems, and providing quotes so that we achieve our forecasted revenue goal for the account.

2. Work with customer to ensure all necessary and/or complimentary products are offered when placing order.

3. Maintain direct, continuing relationship with assigned customers.

4. Ensure superior customer satisfaction by delivering on commitments (i.e. take order on front-end and follow-up on back-end to make sure we delivered).

5. Initiate required action for order changes, including the maintenance of order information files, and communicate changes to the appropriate personnel.

6. 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.

7. Prepare, generate and distribute daily reports and order acknowledgments to appropriate personnel.

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 any nature in a timely manner.

10. Receive, and proactively settle and follow up on customer inquires and complaints to assure action.

11. Performs duties and responsibilities as described in the quality system.

12. Perform special projects and duties as  Skills or experience with personaluassigned.

 

Knowledge/Skills/Abilities:  computers, including electronic E-mail, personal scheduling, word processing and  Working knowledge of SAP or ERP systemsuelectronic spreadsheet skills. Strong customer service orientation as well as the ability toupreferred. Ability to develop, maintain, and strengthen a highulisten to the customer Extensive knowledge of anduquality business relationship with the customer  experience with BEST and non-BEST MAC products, nomenclature, pricing, policies,  Effective written and excellent oral communication Ability to organize time Must possess strong phone etiquette skills Demonstrated ability to work well with fellow employees and prioritize work Ability to adapt to changes in procedures, policies, and job and customers Ability to meet scheduled deadlines  Basic understanding of the sales function and its impact on the organization Ability to determine properuaccounting principles to process orders  Must possess strong problem solving skills udiscounting for customer order Must be detail orientedAbility to professionally handle difficult customers  

 Education/Experience:

• 2 - 3 years of customer service/inside sales experience required

• High school graduate or equivalent

• Some college preferred.

 

Stanley considers employee benefits to be an essential and important part of total compensation. The Company provides comprehensive and innovative benefits intended to meet the varying needs of their employees. EOE/M/F/D/V