Customer Service Team Lead - Strategy & Process Improvement

FALL CREEK FARM & NURSERY; Lexington (KY); On-site; USD 65,000 - 75,000; Full time

Job summary

Apex Tool Group, LLC seeks a Supervisor, Customer Service at our Lexington, SC facility to lead a team of Customer Service Representatives and oversee imaging and export support functions. You will drive process improvements, manage KPIs, and partner with Sales, Marketing, Supply Chain, IT and Distribution to deliver best-in-class service, while ensuring adherence to safety, quality and cost objectives.

The role requires strategic and tactical leadership, strong coaching skills, and the ability

Qualifications

• Associate’s degree or equivalent Call Center experience.
• Experience leading 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 electronic ordering methods.
• Knowledge of problem-solving, continuous improvement, and lean methodologies.
• Ability to build, develop and manage a high-performance organization.
• Ability to create and publish KPIs and scorecards.
• Excellent written and verbal communication and presentation skills.
• Proficiency in Microsoft Office and SharePoint.
• Ability to travel as needed (less than 10%).

Responsibilities

• Provide strategic leadership to the Customer Service department through the identification and implementation of solutions to improve KPI performance.
• Act as liaison between customers and internal functions to resolve escalated issues.
• Lead continuous improvement efforts for Customer Service processes, including digital ordering methods (EDI, ATG Connect) and order-to-cash improvements.
• Participate in Voice of Customer meetings with key customers and cross-functional partners.
• Drive the Customer Service Corrective Action process to prevent recurrence of issues.
• Manage human capital for the Customer Service team including training and staffing requirements.
• Ensure adherence to budgeted financials.
• Other duties to ensure safety, quality, delivery and cost.

Skills

Leadership

Communication

Analytical thinking

Continuous improvement

Education

Associate’s degree or equivalent Call Center experience

Tools

SAP

ERP

CRM

Reporting tools

Job description

Apex Tool Group, LLC seeks a Supervisor, Customer Service at our Lexington, SC facility to lead a team of Customer Service Representatives and oversee imaging and export support functions. You will drive process improvements, manage KPIs, and partner with Sales, Marketing, Supply Chain, IT and Distribution to deliver best-in-class service, while ensuring adherence to safety, quality and cost objectives.

The role requires strategic and tactical leadership, strong coaching skills, and the ability