About the role:

A high-performing, hands-on subject matter expert with strong business and change management skills focused on customer account activity, enhancing OTC operations, and delivering results.  The position will be a hands-on mentor for the OTC team in Medellin that will have responsibilities that include routine customer account communication, partnering with OTC service provider, and customer dispute resolution.  A significant emphasis of the position is fostering a proactive, Customer-First approach between the OTC service provider, the customer, and the business unit commercial teams.  The position will foster a focused, consistent team approach to ensure pro-active and prompt action for both internal and external customers and a consistent handling of accounts. 

Summary of Responsibilities: 

Go-to resource for OTC Team Lead to allow the Team lead to devote time to strategic departmental efforts.  This will include support in developing and implementing operating strategies for the teamResponsible for the end to end operations results for a specific portfolio of customers.Operation results including, but not limited to – AR balances, AR Past Dues, Specific Contract Requirements, and overall customer OTC experience.Single point of contact (escalations and issue resolution) for a portfolio of customers.  This will require a customer-focused mindset with the expectation that issues are resolved expediently by engaging all necessary resources (external and internal).Partners with Commercial, Operations, and Finance BU teams to ensure customer portfolio aligns with BU goals and objectives.Engages with Service Provider (Accenture) to ensure performance exceeds expectations.Participates in best practice implementations and ensures adherences to customer requirements.Maintains pulse on day-to-day operations by utilizing analytics and other operational tools (i.e. SAP, Power BI and OTC dashboards).

Specific Duties, but not limited to –

Manages timely point of contact escalations (specific customer requirements and BU knowledge gaps) for portfolio of customers.Lead customer account overview discussions with BU leadership and customer contactSupport, advise, and resolve customer disputes by partnering with Service Provider and BU commercial leadership.Supports Reporting and Analytics team with financial results and performance inquiries.Reporting and presentation of performance on specific customer portfolio against established metrics and KPI’s with required actions to drive results / commitments.Support due diligence and acquisition integration.Other special projects and duties as may be necessary.

Knowledge/Skills/Abilities:

3 to 5 years of progressive experience in OTC, or related business processes. (i.e. RTR, PTP, MDM).Degree in business, finance or accounting required.Project Management Certifications or Customer Experience Skills, a plus.Strong leader that anticipates the needs of their business partners and customers.Strong systems skills – SAP preferredContinuous improvement mind-set needed to drive transformation and productivity.Excellent verbal and written communication skills. Impeccable English and local language as needed.Team building and excellent inter-personal skills.Strong skills demonstrated to interact with different areas and stakeholders management.Present issues to OTC leadership, customers, service provider and the business unit commercial team in a concise and understandable wayData and reports analysis.

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.