Customer & Product Support Representative

Customer & Product Support Representative - Remote - Medellin, Colombia

Join our team of approximately 48,000 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT, BLACK+DECKER, CRAFTSMAN, STANLEY, CUB CADET, and HUSTLER.

The Job:

As a cross-trained Technical Product Support Specialist and Customer Support Representative, you’ll be part of our Dealer & PSS Customer Support team and Tools & Outdoor team, working in a hybrid or remote capacity. You’ll get to:

• Communicate with customers, primarily by phone, in a professional manner.
• Answer customer questions concerning assembly, operation, repair, and maintenance related to residential units, including riding lawnmowers, zero-turn lawnmowers, walk-behind lawnmowers, hand-held products, snow throwers, and tillers.
• Respond to inquiries regarding shipping and delivery, product registration, order tracking, credit/return statuses, missing parts, and general customer and end-user/consumer complaints related to equipment and parts.
• Answer consumer questions regarding engine, transmission, and other component tear down and troubleshooting.
• Document all customer, product, and call type information into the CRM while on calls.
• Apply proven sales techniques to identify and satisfy the customer’s immediate needs and make suggestions for additional parts and accessories.
• Utilize parts look-up programs and company-provided resources effectively.
• Meet departmental established quality metrics and sales goals while providing a first-class customer service experience.
• Utilize up-selling and cross-selling techniques to meet customer needs.
• Perform daily 6S activities, such as housekeeping, maintaining an organized and safe work area, and completing appropriate paperwork/check sheets.
  
  
  

The Person:

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. You have:

• Bilingual: Fluent in both English and Spanish
• The ability to read and interpret documents such as owner’s manuals for operation, assembly, and basic safety procedures associated with various outdoor power equipment products.
• Self-motivation, customer service drive, and a strong work ethic with a drive for continuous improvement.
• Excellent customer service skills, including being friendly, courteous, and helpful.
• The ability to defuse and retain elevated customer contacts while demonstrating empathy for the customer.
• The ability to multitask and work in a fast-paced, team-oriented environment.
• Strong verbal and written communication skills for professional and effective interaction.
  
  
  

The Details:

You’ll receive a competitive salary and a great benefits plan, including:

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tools and other partner programs.
  
  
  

And More:

We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to:

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.
• Learn: Have access to a wealth of learning resources, including our digital learning portal.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.
  
  
  

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!

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.