Stanley Black & Decker, Inc.

Manager

• 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

Business Care Manager

Technician

• Evaluate and complete repairs, including accurately identifying the required SKUs and parts
• Process service work orders, including data entry, follow-up, and necessary customer reminders
• Perform counter repairs on Black & Decker, DEWALT, Stanley, and Bostitch tools
• Provide technical support to distributors, end users, and staff
• Process customer requests, as well as parts, accessories, and products, using the point-of-sale terminal and internal computer network (SAP/MGV)
• Provide customers with parts identification, product applications, and product information by phone, at the counter, by mail, and by fax
• Verify and administer product warranties using date codes and parts condition identification
• Maintain inventory control and order parts and product SKUs
• Provide courteous, knowledgeable, and efficient service to all customers
• Coordinate and follow up on customer parts and tool orders
• Make day-to-day operational decisions and coordinate cash audits, returns, warranties, and administrative procedures
• Perform general branch opening and closing responsibilities
• Assist with shipping and receiving activities and other related duties

Business Care Manager

Tool Service Technician