Senior Customer Service Manager

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Lead and nurture customer service managers to attain service excellence.

• Establish and execute customer service strategies, policies, and procedures.

• Enhance customer satisfaction and operational effectiveness.

• Monitor and evaluate response times, resolution times, customer satisfaction levels, service level achievements, and quality score KPIs.

• Handle complex customer escalations, ensuring timely and effective resolutions.

• Collaborate with sales, operations, supply chain, quality, IT, and various other business functions.

• Propel continuous improvement initiatives to optimize workflows, minimize service gaps, and elevate the customer experience.

• Supervise workforce planning, staffing, training, coaching, team capabilities, and coverage.

• Compile and present service performance reports, trends, risks, and recommendations to senior leadership.

⛳️ Requirements

• Bachelor’s degree in Business, Operations, Supply Chain, Communications, or a related discipline.

• Over 7 years of experience in customer service, customer operations, or order management within a B2B, industrial, manufacturing, or engineered products setting.

• Extensive experience with service metrics, escalation management, and continuous improvement processes.

• Proven ability to collaborate cross-functionally and influence outcomes within a matrixed organization.

• Excellent communication, leadership, and problem-solving abilities.

• Familiarity with ERP, CRM, and customer service technologies.

• Willingness to travel up to 25%, as required.

🏝️ Benefits

• Medical, dental, life, vision, and disability insurance.

• 401(k) plan.

• Employee Stock Purchase Plan.

• Paid time off, including vacation, holidays, and personal days.

• Tuition reimbursement.

• Wellness program.

• Discounts on Stanley Black & Decker tools and products.

• Discount programs with partner vendors.

• Opportunities for career development and multiple career paths.

• Access to a digital learning portal, Lean Academy, and online university.

• Certificates and specializations from prestigious colleges and universities.

• Engagement in volunteerism, giving back, and sustainable business practices.

• Potential for annual merit increases.