Stanley Black & Decker
July 20, 2023
7250 Boulevard Langelier, Saint-Léonard, Canada
Job Type


The Customer Service Representative provides organization and execution for the day to day operations of the service branch. He/she provides the necessary sales and customer service skills to maintain and enhance our corporate image, and attain established targets.

Key Responsibilities:

  • Ensure courteous, knowledgeable and efficient service to all customers to maximize 100% customer satisfaction
  • Maintain established inventory control procedures
  • Administer warranty, other company policy and procedures and make the day-by-day operational decisions
  • Coordinate and follow up with customer parts and tool orders
  • Co-ordinate all processes such as cash controls; returns; warranty; paper routines, to comply with internal audit standards
  • Maintain cleanliness standard
  • General service branch opening and closing responsibilities including cash registers and computers
  • Implement branch promotions, and programs such as “Drop Box” in conjunction with Branch Manager
  • Assist with shipping and receiving within the Branch
  • Maintain and increase relationship with Field Representatives and Territory Managers in order to increase service business
  • Support Service Technicians with repair and backlog when necessary
  • Estimation and completion of repairs, including proper identification of SKU’s and parts needed
  • Assisting Service Team when required of processing of service work orders, logging, tracking, follow-up
  • Assisting Service Team Process customer requirements, parts, accessories, product through POS terminal and internal computer network (SAP/MGV)
  • Provide parts identification, product application, product information to customers by phone, counter, mail and fax and Verify and administer warranty on products through date codes, parts condition identification
  • Assist with shipping/Receiving when necessary



  • Graduate of a community college/university
  • Experience in retail sales is an asset
  • Effective communication skills; leadership and consumer behavioral skills; experience in working directly with the public
  • Demonstrate strong sales and organizational skills
  • Ability to complete task in tight time frames
  • Flexibility and strong team player aptitude
  • Knowledge or experience working with Power tools
  • Working Knowledge of computers, especially in Microsoft Office an asset
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