Supervisor, Customer Service

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

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.

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%)