Customer Service Supervisor - Digital Orders Lead

Apex Tool Group; Lexington (SC); On-site; USD 55,000 - 75,000; Full time

Job summary

Apex Tool Group, LLC is seeking a Supervisor, Customer Service at our Lexington, SC facility to provide strategic leadership for the Customer Service team. You will drive performance metrics, partner with sales, marketing, supply chain and IT, and oversee imaging and export support functions as needed.

You will lead customer service processes and workflows to deliver outstanding experiences, while developing staff and ensuring alignment with budget and safety, quality, delivery, and cost

Qualifications

• Requires–Associate's degree in a related discipline; an equivalent amount of Call Center related experience may be substituted
• Experience leading a Customer Service Call Center in manufacturing and distribution environments
• Working knowledge of ERP, CRM, and reporting tools; SAP experience preferred
• In-depth knowledge of EDI and related methods for electronic ordering
• Knowledge of problem-solving techniques, continuous improvement and lean methodologies
• Ability to build, develop and manage a high-performance organization
• Ability to publish key performance indicators and scorecards
• Excellent written and verbal communication and presentation skills
• Proficiency in Microsoft Office and SharePoint
• Willingness to travel <10%

Responsibilities

• Provide strategic leadership to the Customer Service department to improve performance metrics
• Act as liaison between customers and internal functions to resolve issues
• Lead continuous improvement initiatives for order-to-cash and digital ordering
• Participate in Voice of Customer activities with key customers
• Drive corrective action processes to address service issues and prevent recurrence
• Manage staffing and training to meet customer expectations
• Ensure adherence to budgeted financials
• Support safety, quality, delivery and cost objectives

Skills

Leadership

Strategic thinking

Communication

Process improvement

Team development

Customer service

Education

Associate degree or equivalent Call Center experience

Tools

ERP

CRM

SAP

EDI

MS Office

SharePoint

Job description

Apex Tool Group, LLC is seeking a Supervisor, Customer Service at our Lexington, SC facility to provide strategic leadership for the Customer Service team. You will drive performance metrics, partner with sales, marketing, supply chain and IT, and oversee imaging and export support functions as needed.

You will lead customer service processes and workflows to deliver outstanding experiences, while developing staff and ensuring alignment with budget and safety, quality, delivery, and cost