About the role:

The Escalations Senior Specialist plays a crucial role in delivering exceptional customer experiences by serving as the primary point of contact for escalated interactions. This position is responsible for managing highly sensitive, complex, or challenging customer situations with professionalism, empathy, and effective resolution strategies. The ideal candidate will demonstrate advanced interpersonal skills, sound judgment, and resilience when engaging with customers who require a higher level of support. This role goes beyond simply resolving individual escalations; it also involves providing insights to improve processes. Success in this position requires a balance of strong problem-solving abilities and emotional intelligence to de-escalate situations and rebuild customer trust.

Specific Responsibilities:

· Serve as the main point of contact for escalated customer interactions across all channels.

· Manage and resolve complex, sensitive, or high-impact customer issues with a focus on achieving a positive outcome for both the customer and the business.

· Actively listen to customers to understand their concerns fully, demonstrating empathy and patience throughout the interaction.

· Analyze situations to identify root causes and provide effective, long-term solutions.

· Work cross-functionally with other teams to gather information and ensure timely resolution of escalated cases.

· Document all escalations accurately, noting key details and resolutions for reporting and process improvement.

· Provide insights and feedback to leadership on recurring issues to drive operational or procedural improvements.

· Act as a role model for professional communication and conflict management within the team.

Knowledge/Skills/Abilities:

· Communication Skills: Excellent verbal and written communication skills to convey information clearly and effectively

· Problem-Solving Abilities: Strong analytical skills to assess situations and develop effective solutions

· Empathy and Patience: Ability to understand agents and customer concerns and provide support with a positive attitude

· Technical Proficiency: Familiarity with all channels, SAP, ZD and other customer service tools

· Attention to Detail: Meticulous in documenting interactions and following up on customer issues

· Team Collaboration: Ability to work well within a team and contribute to a positive work environment

Education/Experience:

· At least 2 years of basic frontline customer service experience

· Bilingual (English)

· The candidate must possess excellent soft skills to effectively resolve issues with escalated customers

· Proficient in Microsoft Office; Excel, PowerPoint, Word, etc./ Zendesk preferred

· High technical expertise on products

· Ability to mentor agents as required to enhance their knowledge and improve processes

· Detail-oriented and able to multitask effectively

· Strong problem-solving skills

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.