Customer Service Supervisor: Digital & Process Excellence

Apex Tool Group, LLC; Lexington (SC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive benefits

Growth opportunities

On-site location in Lexington

Job summary

Apex Tool Group, LLC is seeking a Supervisor, Customer Service at our Lexington, SC facility to lead a team of customer service representatives and ensure top-notch customer experiences. You will drive process improvements, manage escalations, and collaborate with sales, marketing, supply chain and operations to meet performance goals.

You will report to the Manager, Customer Service and will guide imaging/export support functions while fostering a culture of continuous improvement and strong

Qualifications

• Associate’s degree or equivalent Call Center experience
• Experience leading a Customer Service Call Center in manufacturing/distribution
• Working knowledge of ERP, CRM and reporting tools; SAP preferred
• EDI and electronic ordering knowledge
• Strong leadership and communication skills
• Ability to publish and monitor KPIs and scorecards

Responsibilities

• Provide strategic leadership to the Customer Service department and improve KPI performance
• Act as liaison between customers and internal functions to resolve escalated issues
• Lead continuous improvement of Customer Service processes, including digital ordering (EDI, ATG Connect)
• Participate in Voice of Customer activities with key customers and cross-functional teams
• Drive the Customer Service corrective action process to resolve issues and prevent recurrence
• Manage staffing, training opportunities, and adherence to budgeted financials
• Support safety, quality, delivery and cost objectives
• Other duties to support ATG values and business goals

Skills

Leadership

Customer service

ERP experience

CRM software

EDI knowledge

MS Office

Travel <=10%

Education

Associate’s degree in related discipline

Tools

SAP

ERP systems

CRM software

SharePoint

Job description

Apex Tool Group, LLC is seeking a Supervisor, Customer Service at our Lexington, SC facility to lead a team of customer service representatives and ensure top-notch customer experiences. You will drive process improvements, manage escalations, and collaborate with sales, marketing, supply chain and operations to meet performance goals.

You will report to the Manager, Customer Service and will guide imaging/export support functions while fostering a culture of continuous improvement and strong