Customer Service Representative

About the Role

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 Customer Service Representative at one of our flagship facilities in Apex, NC. This role will serve as the initial point of contact for internal and external customers, handling and expediting orders, and providing updates on order status. The representative will interact with individuals at all levels within other organizations and work closely with Sales, Marketing, Operations, and Distribution teams.

Responsibilities

• Act as the initial point of contact for service inquiries and customer order issues via email, telephone, internet, Electronic Data Interchange (EDI), and fax.
• Process orders and workflows to ensure timeliness of releasing blocked orders, allowing for timely order entry, correspondence, shipment, return authorization, and credit memorandums.
• Participate in procedure development, testing system upgrades, and special projects to support continuous improvements in service and delivery.
• Manage customer expectations and dialogue in a professional and positive manner, driving a positive experience for all customers.
• Perform other duties as necessary to ensure our commitment to Safety, Quality, Delivery, and Cost.

Qualifications

• High school diploma or GED equivalent.
• 3+ years’ work experience in a related field preferred (i.e., Customer Service, Distribution, Sales).
• Working knowledge of Microsoft Office; ability to use Microsoft Excel formulas, charts, etc.
• Working knowledge of Supply Chain-related software (i.e., ERP); SAP experience preferred.
• Working knowledge of SAP Customer Service, Sales, and Distribution modules is a plus.
• Ability to learn and understand assigned product lines and markets.
• Excellent communication skills, both verbal and written.
• Customer-centric attitude and mindset.

About Apex Tool Group

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 1800s, our tools have driven technological advancements that improve 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 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.