Business Care Partner

Title - Business Care Partner

Purpose

The NZ Customer Service Team is responsible for ensuring that sales information and ordering expectations of Stanley Black & Decker’s customers are met.  All tasks are to be completed within an overall focus on customer service excellence and order accuracy. 

Reports To

Business Care Lead

Location

NZ

Business Priorities               

Customer

Provide information on promotions, pricing, stock availability, tracking of orders, answering queries on product and company processes. 

Order management tasks include order entry within defined time periods, back order reporting and follow up of orders to ensure delivery to account customers.

Investigate & resolve all open sales orders

Operating Performance

Ensure inbound call service levels are maintained to agreed standards

Ensure inbound orders are processed through SAP within agreed cycle times

Maintain agreed order entry quality standards

Adherence to policies, procedures & work instructions

Assisting with general Customer Service department administration tasks

High Performance Culture

Displays a proactive and results orientated approach to tasks

Demonstrates a team work focus including supporting and accepting decisions

Ability to solve customer complaints effectively and in a timely manner

Displays honesty and integrity in performing tasks

Able to deal with conflict in a non-emotive manner

Highly motivated and willing to contribute to the departments goals and objectives

Operates within broad statements of objective without requiring detailed instructions 

Required Competencies and Behaviours

Essential Competencies

• Keen attention to detail
• Strong work ethic

Behavioural and Communication Skills

• Demonstrated high level skills & experience in operational use of SAP SD module (functional experience highly desirable)
• Intermediate to Advanced Excel.  Experienced user of other MS Office products.  
• Excellent customer service / customer relationship skills
• Strong problem solving skills
• Planning and organisation skills

• Strong verbal and written communication skills
• Ensure compliance with SBD policies around EHS and SOP’s and any other items as and when required.

Education and experience

• Experience in customer service delivery environment required
• Experience / knowledge of Black & Decker systems & processes highly desirable
• Minimum education level of VCE or equivalent.  Degree qualifications optional but highly regarded.

Key Functional Relationships

Internal

• Sales (National and Field Team)
• Marketing
• Finance
• Accounts Receivable

External

• Customers
• End Users

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.