Supervisor, Customer Service

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 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.

The Blueprint (Role Profile)

At Apex Tool Group, LLC we pride ourselves on delivering world-class customer service in pursuit of our core value of Customers Come First! We are looking to add a Supervisor, Customer Service position at one our Lexington, SC facility supporting our North American Power Tools (NAPT) team.

You will be responsible for providing tactical and strategic leadership to a team of Customer Service Representatives, and may take on responsibility for our imaging and export support functions as well. You will help ensure adherence to global Customer Service processes with an overall goal of delivering a top notch customer experience through establishing and improving customer service processes and workflows.

Success in this role will be defined as the ability to lead and develop a team of Customer Service Representatives who deliver customer satisfaction. You will report to the Manager, Customer Service who is based out of our Lexington, SC location and will work closely with Customer Service Representatives, as well as cross-functional partners in sales, marketing, supply chain and operations, IT, and distribution.

Come build your future with us!

The Build (Responsibilities)

• Provide strategic leadership to the Customer Service department through the identification and implementation of solutions aimed to improve performance of key performance indicators


• Act as a liaison between customers and internal functions (i.e., Finance, Marketing, Sales, Customer Master, Pricing, Sourcing, Planning, Manufacturing and Shipping departments) to resolve customer escalated customer service issues


• Lead continuous improvement exercises and events for Customer Service processes, including conversion of customer to digital ordering methods [i.e., Electronic Data Interchange (EDI), ATG Connect], as well as order-to-cash process improvements.


• Participate in Voice of Customer through meetings with key customers (in collaboration with the ATG Commercial teams), customer surveys, etc.


• Drive the Customer Service Corrective Action process, serving to capture, investigate and resolve service issues, complaints and support failures and countermeasure future failures


• Manage human capital for the Customer Service team to include the identification of training opportunities and staffing requirements needed to meet customer expectation


• Accountable to ensuring adherence to budgeted financials


• Other duties as necessary to ensure our commitment to Safety, Quality, Delivery and Cost

The Toolbox (Qualifications)

• Associate’s degree in a related discipline; an equivalent amount of Call Center related experience may be substituted in the absence of an Associate’s degree


• Experience leading Customer Service Call Center environment in support of manufacturing and distribution operations and environments


• Working knowledge of ERP, CRM, and reporting tools; SAP experience preferred.


• In-depth knowledge and understanding of EDI and related methods for electronic ordering


• Knowledge of problem-solving techniques, corrective action, continuous improvement, operational excellence and lean methodologies and tools (i.e., Kaizens)


• Demonstrated ability to building, developing and managing a high-performance organization


• Ability to create and publish key performance indicators and performance (i.e., scorecards)


• Excellent written and verbal communication and presentation skills


• Proficiency in Microsoft Office and SharePoint


• Ability to travel as needed (less than 10%)

At Apex Tool Group (www.apextoolgroup.com), we build innovation. Each day, our associates strive to find new and exciting ways to help our customers solve their most complex challenges. By harnessing our global resources, unprecedented insights and spirit for service, we build more than just tools for the jobsite – we help build the future.

ATG is a global manufacturer of hand and power tools, tool storage and accessories, chain, and electronic soldering solutions with more than $1.2 billion in annual revenues. Our 6,700 associates around the world have built powerhouse brands like GEARWRENCH®, SATA®, Crescent®, Cleco®, Weller® and APEX®. Our brands are trusted by the professional trades and DIY enthusiasts alike. With our roots dating back to the 1800’s, our tools have driven technological advancements that drive efficiency, speed and safety for customers in a broad range of commercial and consumer markets.

As part of the ATG team, you will move fast, think globally, learn from your colleagues and grow your career. You’ll enjoy competitive benefits, a healthy work/life balance and have opportunities to give back to the communities we serve.

Our six core values - Customers Come First, Integrity in All We Do, Continuous Improvement, Innovation for Growth, Passion to Succeed and Best Talent, One Team - drive our daily decisions. Connect with us on social media to learn more – Facebook, Instagram, LinkedIn and Twitter.

If your goal is to work where finding a better way never ends and your ideas become reality, join us and say #WeBuildATG!