Summary:

The Customer Service Representative based in Vancouver BC, provides organization and execution for the day to day operations of the service branch. He/she provides the necessary sales and customer service skills to maintain and enhance our corporate image, and attain established targets.

Key Responsibilities:

• Ensure courteous, knowledgeable and efficient service to all customers to maximize 100% customer satisfaction
• Maintain established inventory control procedures
• Administer warranty, other company policy and procedures and make the day-by-day operational decisions
• Coordinate and follow up with customer parts and tool orders
• Co-ordinate all processes such as cash controls; returns; warranty; paper routines, to comply with internal audit standards
• Maintain cleanliness standard
• General service branch opening and closing responsibilities including cash registers and computers
• Implement branch promotions, and programs such as “Drop Box” in conjunction with Branch Manager
• Assist with shipping and receiving within the Branch
• Maintain and increase relationship with Field Representatives and Territory Managers in order to increase service business
• Support Service Technicians with repair and backlog when necessary
• Estimation and completion of repairs, including proper identification of SKU’s and parts needed
• Assisting Service Team when required of processing of service work orders, logging, tracking, follow-up
• Assisting Service Team Process customer requirements, parts, accessories, product through POS terminal and internal computer network (SAP/MGV)
• Provide parts identification, product application, product information to customers by phone, counter, mail and fax and Verify and administer warranty on products through date codes, parts condition identification
• Assist with shipping/Receiving when necessary

Requirements:

• Graduate of a community college/university
• Experience in retail sales is an asset
• Effective communication skills; leadership and consumer behavioral skills; experience in working directly with the public
• Demonstrate strong sales and organizational skills
• Ability to complete task in tight time frames
• Flexibility and strong team player aptitude
• Knowledge or experience working with Power tools
• Working Knowledge of computers, especially in Microsoft Office an asset

Stanley Black & Decker believes in giving each and every applicant an equal opportunity to succeed on their own merit.We strive to hire employees that reflect and support the diverse perspectives, experiences and needs of employees and our communities including but not limited to race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, and disability. We remain committed to upholding the values of equity, diversity, and inclusion in our work environments. We know that diversity underpins excellence, and that we all share responsibility for creating an equitable, diverse and inclusive organization. Therefore, in pursuit of our values, we seek employees who will work respectfully and constructively with differences across the organizational hierarchy in actualizing SBD’s priorities, goals and principles of equity and inclusivity. If accommodation is required at any point in the recruitment process, please contact a member of our Recruitment Team. Please note that as part of our recruitment process, candidates in the final stages will be required to complete a background check which may include a criminal background, credit and drivers abstract check.

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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.