The Role: Agent Support Coordinator
Location: Spennymoor, Durham (onsite)
Make Your Mark. Shape Your Future.
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 60,000 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
What you’ll Do
To provide a consistently high level of customer service to Authorised Service Agents (ASAs) and Spare Part customers in addition to supporting admin duties within the National Service Centre.
Key Responsibilities
* Manage general office tasks and reception responsibilities to ensure smooth operations.
* Handle all customer communications via phone and email, delivering high-quality service to ASAs and spare part customers.
* Log and capture data accurately in Salesforce, our preferred CRM system.
* Address transport-related inquiries and ensure efficient logistics handling.
* Work closely with the After Sales Service Team for repair updates, missing parts, and shipment tracking.
* Resolve invoice queries, process credits, and manage accounting activities using CFIN.
* Check and process ASAs warranty claims with due diligence to prevent invalid claims.
* Provide quotes and Fixed Price Repair (FPR) information to end users and agents.
* Cancel and manage jobs in SAP for non-repairable or incorrectly inputted cases.
* Address customer complaints, manage pending repairs, and liaise with technicians for updates.
* Foster strong relationships with internal teams, including the National Service Centre Technician Team and the wider After Sales Service Team.
* Follow standard operating procedures and ensure compliance with Environmental, Health, and Safety (EHS) requirements on site.
Who You Are
* Positive can-do attitude
* Professional approach
* Team player with good interpersonal skills with the ability to successfully build and maintain key relationships
* Flexible approach to work
* Experience of handling a large variety of technical skills within the role
* Good communication skills
* Ability to solve problems and manage complex tasks
* Ability to work to under pressure to meet deadlines
* Ability to work within a close-knit team to meet business requirements
Requirements
Educated to GCSE level including English and Maths to grade 4 (C) or above
Knowledge & Experience:
* Working experience of Microsoft Office (Desirable)
* Working experience of SAP (Desirable)
* Experience in a Customer Services / After Sales role (Desirable)
How You’ll Feel
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 Lean Academy, Coursera® and online university.
Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for diversity, equity and inclusion.
Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back and sustainable business practices.
What’s more, you’ll get that pride that comes from empowering makers, doers, protectors and everyday heroes all over the world. We’re more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We’re visionaries and innovators. As successful as we’ve been in the past, we have so much further to go. That’s where you come in. Join us!
All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.