Customer Service Manager

Make A Difference For Those Who Make The World™

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you Join our top-notch team of 56,000+ professionals in 60 countries who are making their mark on some of the world's most beloved brands, including DEWALT, CRAFTSMAN, STANLEY, BLACK+DECKER, IRWIN, LENOX and more.

What You'll Do

The Customer Service Manager is responsible for leading the customer service team to deliver high-quality support and excellent customer experience. This role oversees daily service operations, manages team performance, resolves escalated customer issues, and drives continuous improvement in service processes, customer satisfaction, operational efficiency, and service demand forecasting. The role also requires effective use of SAP and MRP software to support order management, planning, inventory coordination, and customer service operations.

As a Customer Service Manager, you will:

• Lead, coach, and develop the customer service team to achieve customer satisfaction goal
• Monitor daily customer service operations to ensure timely and accurate resolution of customer inquiries, orders, and complaints.
• Handle complex or escalated customer concerns in a professional and effective manner.
• Develop service forecasts based on historical trends, business demand, seasonality, and customer activity to support workforce and operational planning, that meaning is total forecast accuracy
• Use SAP and MRP software to monitor customer orders, inventory availability, delivery schedules, and material planning requirements.
• Partner with sales, supply chain, planning, logistics, and operations teams to forecast demand, align service requirements, and support order fulfillment.
• Establish and track key performance indicators such as response time, resolution time, customer satisfaction, service quality, and forecast accuracy.
• Prepare regular reports on team performance, customer issues, service metrics, and forecast outlook for management review.
• Support workforce planning, scheduling, and resource allocation to meet current and future service demand.
• Ensure accurate order processing, system data integrity, and compliance with company policies and service standards.
• Develop and implement customer service policies, procedures, and best practices.

Who You Are

• Bachelor's degree in Business Administration, Management, Supply Chain, Communications, or a related field preferred.
• 7+ years of experience in customer service and management role.
• Proven experience managing teams and improving customer service performance.
• Experience in forecasting workload, service demand, or staffing requirements is preferred.
• Hands-on experience using SAP software in a customer service, supply chain, or operations environment.
• Strong understanding of customer service principles, order management processes, and performance metrics.
• Good command communication/reporting in English

What's In It For You

You'll experience the pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We're more than the #1 tools and storage company and #2 security solutions provider, with a leading presence in engineered fastening. We're visionaries—Industry 4.0 innovators—with a bright future ahead. Join us and be part of our journey!

All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran's status or any other protected characteristic