Senior Customer Service Manager

Stanley Black & Decker, Inc.

. Lead and develop customer service managers to achieve service excellence .

Posted 11/6/2026full-timeRemote • Connecticut • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer service teams, implementing service strategies, and driving continuous improvement initiatives to enhance customer satisfaction and operational efficiency. Proficient in analyzing service metrics and managing complex customer escalations within a B2B environment.

Highest-signal resume keywords

Customer Service ManagementService Metrics AnalysisEscalation ManagementContinuous ImprovementCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service StrategiesOperational EfficiencyKPI MonitoringWorkforce PlanningStaffingTrainingCoachingProblem-SolvingReportingService Performance Analysis

Soft Skills

LeadershipCommunicationInfluencing Outcomes

Tools & Technologies

ERPCRMCustomer Service Technologies

Industry Keywords

B2BIndustrialManufacturingEngineered Products

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Lead and develop customer service managers to achieve service excellence
Define and implement customer service strategies, policies, and procedures
Improve customer satisfaction and operational efficiency
Monitor and analyze response time, resolution time, customer satisfaction, service level attainment, and quality score KPIs
Manage complex customer escalations and ensure timely, effective resolution
Partner with sales, operations, supply chain, quality, IT, and other business functions
Drive continuous improvement initiatives to streamline workflows, reduce service gaps, and enhance customer experience
Oversee workforce planning, staffing, training, coaching, team capability, and coverage
Prepare and present service performance reports, trends, risks, and recommendations to senior leadership

Requirements

What you’ll need

Bachelor’s degree in Business, Operations, Supply Chain, Communications, or a related field
7+ years of experience in customer service, customer operations, or order management within a B2B, industrial, manufacturing, or engineered products environment
Strong experience with service metrics, escalation management, and continuous improvement
Demonstrated ability to work cross-functionally and influence outcomes across a matrixed organization
Strong communication, leadership, and problem-solving skills
Experience with ERP, CRM, and customer service technologies
Up to 25% travel, as needed

Benefits

Comp & perks

Medical, dental, life, vision, and disability insurance
401(k)
Employee Stock Purchase Plan
Paid time off, including paid vacation, holidays, and personal days
Tuition reimbursement
Wellness program
Discounts on Stanley Black & Decker tools and products
Discount programs for partner vendors
Career development and multiple career paths
Digital learning portal, Lean Academy, and online university
Certificates and specializations from renowned colleges and universities
Volunteerism, giving back, and sustainable business practices
Annual merit increases may be available