Customer Service Specialist

Job Title: Customer Service Specialist

Location: Warsaw, Poland

Work Arrangement: hybrid, 3 days in Warsaw office, 2 days remote

Employment: Fix Term Contract (12-months)

Come build your career.

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 nearly 48,000 professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, CRAFTSMAN®, CUB CADET®, STANLEY® and BLACK+DECKER®

At STANLEY® Engineered Fastening Industrial, we are driven by a desire to elevate what our customers create. A division of Stanley Black & Decker, our industry-leading brands, Avdel®, Nelson®, POP® and STANLEY® Assembly Technologies, represent the world's most diverse portfolio of fastening and assembly products and solutions.

The Job:

As a Customer Service Team Member, you will provide an extraordinary customer experience by ensuring a seamless order management and Customer Service activity. You will be the main contact for Regional Customer and Sales team for order correspondence including service and quality related actions. The role will consist of transactional activities, with a strong focus on finding solutions for our Customer. You’ll get to:

• Serve as the first point of contact for customers, sales, and operational matters for your assigned regional accounts.
• Manage the entire customer order process, including quotations, order entry, delivery coordination, and dispute resolution.
• Proactively communicate order status and share regular updates, such as the Customer Orderbook report, directly with customers.
• Collaborate with internal stakeholders to ensure products and services meet customer requirements on time.
• Handle all calls, queries, and requests efficiently, ensuring they are processed within KPI targets and according to Standard Operating Procedures (SOPs).
• Respond promptly to all sales inquiries, including providing samples, quotations, and any information related to orders.
• Address and resolve customer disputes and claims in line with SOPs and KPIs, including validating claims, negotiating with customers, and managing credit, returns, and debit note adjustments.
• Support the onboarding and adoption of the eProcurement platform for new and existing customers.

The Person:

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have:

• Fluent English (spoken and written); knowledge of German and/or Dutch will be a strong advantage.
• Proficiency in MS Excel for data analysis and reporting.
• Experience with ERP systems; familiarity with SAP is highly desirable.
• Strong interpersonal and communication skills, with a customer-focused and solution-oriented approach.
• Ability to adapt to change and work effectively in a dynamic, growing organization.

The Details:

You’ll receive a great benefits plan, including:  

• Private medical care – Lux Med
• Life insurance subsidized by the employer
• Multicafeteria system – MyBenefit
• Option to join an Employee Pension Plan (PPE) 

And More:

We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll 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.

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.