Job Summary: The Service Coordinator is responsible for ensuring the smooth and efficient handling of customer inquiries, complaints, and service requests after the sale of our products or services. This role supports the Service Manager in overseeing and coordinating service activities, tracking service requests, managing system administration tasks, and handling registration activities. The ideal candidate will work closely with various departments to resolve customer issues and maintain high levels of customer satisfaction.

Key Responsibilities:

Customer Interaction:

• Serve as the primary point of contact for customers regarding after-sales service inquiries, complaints, and requests.

• Respond promptly and professionally to customer inquiries via phone, email, or other communication channels.

• Provide product or service information to customers and assist in troubleshooting common problems.

• Follow up with customers to ensure their satisfaction with the resolution of their issues.

Service Coordination:

• Assist the Service Manager in planning, scheduling, and coordinating service activities.

• Coordinate service activities, including scheduling service appointments, dispatching technicians, and ensuring timely resolution of customer issues.

• Act as a point of contact for service-related inquiries and issues.

• Ensure timely and efficient communication between service teams and clients.

Service Tracking:

• Monitor and track service requests from initiation to completion.

• Maintain accurate records of service activities, including work orders, service reports, and client communications.

• Generate and analyze service performance reports to identify trends and areas for improvement.

• Monitor and track service performance metrics, such as response time, resolution time, and customer satisfaction ratings.

System Administration:

• Manage and update service management software and databases.

• Ensure data integrity and accuracy within the service management system.

• Provide technical support and training to service team members on system usage.

Collaboration and Problem-Solving:

• Collaborate with internal teams, such as technical support, sales, and logistics, to address customer concerns and provide appropriate solutions.

• Identify recurring customer issues and work with relevant teams to implement preventive measures.

• Stay updated on product knowledge, service procedures, and industry trends to effectively address customer inquiries.

Qualifications:

• Education: University Degree or equivalent; additional education or certification in customer service or a related field is a plus.

• Experience: Proven experience in a customer service or after-sales service role is preferred.

• Skills:

  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal stakeholders.

  • Strong problem-solving and decision-making abilities.

  • Exceptional organizational skills and attention to detail.

  • Proficiency in using customer service software, CRM systems, SAP, and Microsoft Office Suite.

  • Ability to work independently and manage multiple tasks simultaneously.

  • Empathy and patience when dealing with customer concerns or complaints.

  • Knowledge of customer service principles and best practices.

  • A passion for providing exceptional customer service and ensuring customer satisfaction.

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.