Business Care Manager

Stanley Black & Decker, Inc.

. Lead the day-to-day Business Care and Customer Fulfillment function .

Posted 9/15/2026full-timeTowson • Connecticut • United StatesMid-LevelSenior💰 $95,600 - $153,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer operations and supply chain processes, with a strong focus on order management, transportation performance, and compliance. Proven ability to lead teams, drive process improvements, and enhance customer relationships through effective communication and problem-solving.

Highest-signal resume keywords

Customer Operations ManagementSupply Chain ExperienceTransportation Performance ManagementOrder Management SystemsLeadership in Cross-Functional Teams

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Order ManagementSupply Chain ManagementTransportation ManagementRoot-Cause AnalysisKPI ManagementCompliance MonitoringProblem-SolvingData Analysis

Soft Skills

Effective CommunicationTime ManagementCoaching

Tools & Technologies

Microsoft OfficeSAPExcelBusiness WarehouseERP SystemsEDI TransactionsAnalytical Tools

Industry Keywords

Customer FulfillmentPurchase Order ManagementDistribution Center ExecutionCustomer ComplianceDeductions and Dispute Resolution

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Lead the day-to-day Business Care and Customer Fulfillment function
Ensure customer purchase orders are accurately received, audited, processed and fulfilled
Provide leadership, prioritization, coaching and escalation support to Business Care Analysts
Oversee auditing of orders for pricing alignment, minimum order quantities, product availability, order blocks and customer-specific requirements
Lead escalations involving shortages, allocation, pricing discrepancies, EDI issues and fulfillment constraints
Establish standardized operating procedures and controls to improve order accuracy, execution and customer experience
Lead Transportation and Compliance Analyst functions
Track purchase orders and shipments from receipt through distribution center shipment, delivery and customer receipt
Oversee carrier capacity management and proactively communicate capacity risks
Manage transportation escalations involving distribution centers, carriers, customer transportation teams and internal logistics partners
Own transportation performance KPIs, including On-Time Pickup, On-Time Delivery, Customer Service Level, Carrier Capacity, Distribution Center Execution and Appointment Compliance
Lead root-cause analysis for recurring transportation failures and drive corrective actions
Ensure customer compliance requirements are documented, communicated, monitored and embedded in operational processes
Oversee compliance KPIs and deductions, including ASN, on-time performance, fill-rate/service-level, routing and transportation, purchase-order and customer-specific compliance
Oversee investigation, documentation, submission and resolution of customer deductions and disputes through customer portals
Establish reporting for chargebacks, disputes, recoveries, root causes and financial exposure
Translate recurring compliance failures and deduction trends into sustainable process improvements across Business Care, Transportation, Distribution and Customer Supply Chain
Partner with customers and the Customer Supply Chain Event Planning Manager to connect planned customer activity with successful execution
Align customer CTQs and initiatives with Supply Planning, Demand Planning, Finance, Manufacturing, Transportation, Distribution, Sales and Marketing to achieve revenue and service targets

Requirements

What you’ll need

Solid computer proficiency, including Microsoft Office, SAP, Excel and Business Warehouse
Effective written and verbal communication skills
Willingness to learn
Ability to analyze and problem-solve
Time management skills
BA/BS degree in Supply Chain Management, Business Management, Operations Management or related experience preferred
5–7 years of Customer Operations or Supply Chain experience preferred
Previous experience leading employees, analysts, projects or cross-functional workstreams strongly preferred
Demonstrated experience in a customer-facing supply chain environment with responsibility for operational performance and customer relationships
Strong understanding of end-to-end customer order management from purchase order receipt through customer delivery
Experience managing transportation performance, Distribution Center execution, customer compliance requirements, deductions and dispute resolution
Working knowledge of ERP/order-management systems, EDI transactions, customer portals, transportation systems and analytical/reporting tools
SAP experience preferred
This role is not eligible for visa sponsorship (H1B, OPT/CPT, TN etc.)

Benefits

Comp & perks

Medical, dental, life, vision, wellness program, disability insurance
401(k)
Employee Stock Purchase Plan
Paid time off, including paid vacation, holidays and personal days
Tuition reimbursement
Discounts on Stanley Black & Decker tools and partner programs
Career growth opportunities across multiple career paths
Learning resources, including Lean Academy, Coursera and online university
Volunteerism, giving back and sustainable business practices
Annual merit increases may be available