Customer Service Agent at Stanley Black & Decker, Inc.

JOB PURPOSE

• Be the first and main contact person for the customer (the distributor) within the supply chain and ensure the complete execution of all orders until the requests and disputes are resolved.
• Ensure the processing of orders from validation to dispute resolution
• Ensure contact with customers via email and phone
• Collaborate internally to ensure customer satisfaction

 
KEY RESPONSIBILITIES

• Contribute to Financial Performance
• Be a force of proposal for simplifications, improvements, automations that would make our processes more efficient
• Ensure compliance with procedures in all circumstances (CFIN entry, duties segregation of rules, etc.)
• Be a Business partner
• Communicate with sales teams about the problems inherent to their customers
• Know and master the products and catalogues of your domain
• Get the basics right
• Ensure daily processing, integration and unblocking of all orders received
• Follow the complete cycle of the order, from its receipt to its delivery
• Ensure the proper management of the book
• Take prompt action with customers as soon as a matter arises (quality problems, delays, significant disruptions, etc.)
• Inform management in the event of significant or unusual deviations
• Ensure mass processing on order books (cleaning, product transitions, etc.) - Generate export documents and coordinate shipments
• Develop the client Relation
• Respond to customer queries via email or phone
• Seize disputes in CFIN and resolve dispute situations (claims related to deliveries, deductions, returns, pricing conditions) in coordination with the concerned teams (commerce - DC - pricing ...)
• Develop the Team
• Share your skills and knowledge in a team spirit and perspective of continuous improvement

 
TECHNICAL COMPETENCIES & SKILLS

• Bachelors Degree or equivalent
• Fluency in English
• Good understanding of SAP (CFIN is a plus)
• Comfortable with Excel (basic formulas / TCD)
•  Basic knowledge and understanding of supply chain
• Knowledge of incoterms, constraints and export documentation of FSA

BEHAVIORAL COMPETENCIES & SKILLS (SOFT SKILLS)

• Ability to work in a team
• Organizational skills
• Diligence
• Ability to manage diverse tasks
• Excellent interpersonal skills for internal and external relations
• Stress resilient
• Customer orientation and a service mindset

 
Other Remarks

All associates in Stanley Black & Decker must;

• Live the Stanley Black & Decker Leadership Values
• (Courage & Innovation, Agility & Performance, Inclusivity & Collaboration, Integrity & Accountability)
• Follow all policies applicable at any given time
• Follow the EHS standards
• Embrace the SFS principles
• Follow the DOA (Delegation of authority) applicable at any given time

Please note that the Job Profile is a general overview, but not limited to, the current work tasks and responsibilities that lies in the role and can from time to time be changed to fulfil the needs of the organization.