Customer & Product Support Representative

Customer & Product Support Representative - Remote - Medellin Colombia

Join our team of approximately 48000 diverse and high-performing professionals globally who are making their mark on some of the worlds most beloved brands including DEWALT BLACKDECKER CRAFTSMAN STANLEY CUB CADET and HUSTLER.

The Job:

As a cross-trained Technical Product Support Specialist and Customer Support Representative youll be part of our Dealer & PSS Customer Support team and Tools & Outdoor team working in a hybrid or remote capacity. Youll get to:

• Communicate with customers primarily by phone in a professional manner.
• Answer customer questions concerning assembly operation repair and maintenance related to residential units including riding lawnmowers zero-turn lawnmowers walk-behind lawnmowers hand-held products snow throwers and tillers.
• Respond to inquiries regarding shipping and delivery product registration order tracking credit/return statuses missing parts and general customer and end-user/consumer complaints related to equipment and parts.
• Answer consumer questions regarding engine transmission and other component tear down and troubleshooting.
• Document all customer product and call type information into the CRM while on calls.
• Apply proven sales techniques to identify and satisfy the customers immediate needs and make suggestions for additional parts and accessories.
• Utilize parts look-up programs and company-provided resources effectively.
• Meet departmental established quality metrics and sales goals while providing a first-class customer service experience.
• Utilize up-selling and cross-selling techniques to meet customer needs.
• Perform daily 6S activities such as housekeeping maintaining an organized and safe work area and completing appropriate paperwork/check sheets.

The Person:

You love to learn and grow and be acknowledged for your valuable contributions. Youre not intimidated by innovation. You have:

• Bilingual: Fluent in both English and Spanish
• The ability to read and interpret documents such as owners manuals for operation assembly and basic safety procedures associated with various outdoor power equipment products.
• Self-motivation customer service drive and a strong work ethic with a drive for continuous improvement.
• Excellent customer service skills including being friendly courteous and helpful.
• The ability to defuse and retain elevated customer contacts while demonstrating empathy for the customer.
• The ability to multitask and work in a fast-paced team-oriented environment.
• Strong verbal and written communication skills for professional and effective interaction.

The Details:

Youll receive a competitive salary and a great benefits plan including:

• Medical dental life vision disability 401(k) Employee Stock Purchase Plan paid time off and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tools and other partner programs.

And More:

We want our company to be a place youll want to be and stay. Being part of our team means youll get to:

• Grow:Be part of our global company with 20 brands to grow and develop your skills along multiple career paths.
• Learn:Have access to a wealth of learning resources including our digital learning portal.
• Belong:Experience an awesome place to work where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.
• Give Back:Help us continue to make positive changes locally and globally through volunteerism giving back and sustainable business practices.

Whats more youll get that pride that comes from empowering makers doers protectors and everyday heroes all over the world. Were more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. Were visionaries and innovators. As successful as weve been in the past we have so much further to go. Thats where you come in. Join us!

We Dont 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 58000 professionals in 60 countries across the globe. Here youll get the unique chance to impact some of the worlds 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

Were the Worlds largest tool company. Were industry visionaries. Were 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 hasnt stopped us from evolving into a vibrant diverse global growth company.

Global Benefits & Perks
Youll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire.

What Youll Also Get

Career Opportunity: Career paths arent 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 youll 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 thats how the best work gets done. Youll find we like to have fun here too.

Purpose-Driven Company:
Youll 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.