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Customer Service Supervisor – Hybrid

Medellín, Antioquia, Colombia

Come build something that matters. 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 more than 50,000 diverse and high‑performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job

As a Customer Service Supervisor, you’ll be part of our Customer Service team working as a hybrid employee. You’ll get to:

- Translate organizational priorities into structured execution plans with clear outcomes, defined ownership, and measurable standards.
- Organize and assign work across the team based on individual strengths, expertise, and capacity, reallocating resources as business needs change.
- Leverage team expertise to design processes and solutions, while owning training architecture, onboarding frameworks, and skill progression plans.
- Communicate decision rationale and expectations clearly and integrate feedback into actionable improvements.
- Develop individual contributors through structured coaching, targeted development pathways, and strategic workload design.
- Oversee day‑to‑day operations, ensuring adequate staffing, workflow continuity, and adherence to service level agreements.
- Monitor and assess agent performance through live and recorded interactions, providing regular feedback and implementing quality assurance measures.
- Provide ongoing coaching, feedback, and training to team members, and support recruitment, onboarding, and continuous skill development.
- Handle escalated customer issues and agent requests,



collaborating with other departments as needed and following up until resolution.
- Prepare and present performance reports for management, ensuring compliance with company policies, procedures, and data privacy regulations.

The Person

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

- Demonstrated strategic thinking, organizational, and analytical skills to align team efforts with business objectives and monitor performance.
- Strong communication abilities, fostering transparency, integrating feedback, and collaborating effectively across departments.
- Proven experience in coaching, mentoring, and developing team members, supporting both onboarding and ongoing growth.
- Creative problem‑solving and decision‑making skills, with adaptability and resourcefulness in a dynamic, fast‑paced environment.
- Bachelor’s degree or equivalent experience, plus at least three years in a supervisory or team leadership role within customer service or a call‑center environment.

The Details

You’ll receive a competitive salary and a great benefits plan.

And More

- Grow: Be part of our general 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.

Applicants should apply via Stanley Black and Decker’s internal or external careers site.

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Postúlate en Kit Empleo: kitempleo.com.co/empleo/18dhlu

📌 Supervisor, Customer Service (Medellín)
🏢 Stanley Black & Decker
📍 Medellín