Stanley Acess Technologies Esker Order Entry Representative in Towson, Maryland
78888BRTitle:Esker Order Entry RepresentativeBusiness:US - GTS - Global Operations State/Country/Province:Maryland No. of Positions:1Job Description:
The Stanley Black & Decker Contact Center Team of the Global Tools & Storage (GTS) Division is growing in dynamic new ways and we recognize that the right people, offering their expertise and ideas, will enable us to continue our success. Stanley Black & Decker is one of the world’s most recognized and trusted brand names. We pride ourselves on providing exceptional customer service.
As the Esker Order Entry Representative, you will have increased responsibilities supporting our Contact Centers daily operational rhythms. This includes handling of customer inquiries, sales order maintenance needs, and customer problem resolution. As an Esker Order Entry Representative, you will communicate with customers via various channels using designated ERP, operating systems and web-based tools.
Success in this role will include the ability to research answers using multiple resources to satisfy customer inquiries in a timely manner. This individual must demonstrate proficiency in written and verbal communications, possess a broad working knowledge of Stanley Black & Decker products, systems and operations, along with the ability to utilize and adapt to Contact Center technology.
Act as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations.
Holding a higher level of customer service professionalism, excellence in order entry
Ability to analyze data and report findings.
Effectively and professionally handle all customer orders and consistently perform to KPI Metrics. KPI’s will include Quality Scores, TPH (Transactions Per Hour), Customer Satisfaction, Average Monthly Line Count, Average Monthly Order Value, Adherence to Schedule and Attendance.
Consistently improve and manage customer communication flow on promotions and product information.
Responsible for reaching out to customers to resolve customer concerns or order issues.
Update, maintain, and analyze customer account profiles.
Maintain working knowledge of all company products, services, and promotions.
Assist in training new employees in addition to other duties as assigned by management.
Transition to an active call taker when order entry volume dictates; able to adjust to business needs.
Proven excellence in Order Entry
Proficient in SAP, Esker, & Salesforce
Proficient in Microsoft Office; Excel, PowerPoint, Word, etc.
2 to 3+ years of customer service experience; call center environment preferred
High School Diploma or its equivalent required
Minimum of 12 months in current role (Internal Applicant)
Employee must not be on a Written Notice disciplinary action level (within the last 6 months - Internal Applicant)
Gaining or attained working knowledge proficiency in areas of discipline (Internal Applicant)
TPH (Transactions Per Hour) of 8 or higher (Internal Applicant)
Quality Scores of 95% or higher (Internal Applicant)
Behavioral & Leadership Skills
Strong attention to detail
Maintain and expand knowledge of company products, services, and promotions
Accountability and willingness to correct errors proficiently
Patience’s and a positive attitude
Willingness to learn and take initiative
Exercise good judgment
Goal and team orientated
Ability to recognize and adapt to change
Strong multitasking capabilities with the ability to prioritize high volume calls while maintaining professionalism and courtesy customer interactions
Stanley Black & Decker is one of the world's largest, fastest growing and most dynamic companies. SBD, a Fortune 200 company is a world-leading provider of tools and storage, commercial electronic security and engineered fastening systems, with unique growth platforms and a track record of sustained profitable growth.
All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.
Requisition Number:78888BRFunction:Customer Service City:TowsonEEO Statement:All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.Featured Category on SBD Careers:Customer ServiceShow Virtual Roles:Virtual