Customer Service Representative

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 Customer Service Representative at one of our flagship facilities in Apex, NC.

S/he will serve as the initial point of contact for internal and external customers to take and expedite orders, as well as provide updates on order status to customers. The Customer Service Representative will interact with individuals at all levels within other organizations, from expediters to presidents.

This position will report to a Supervisor, Customer Service and interact heavily with Sales, Marketing, Operations, and Distribution counterparts to process orders.

Come build your future with us!

The Build (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 to allow timely order entry, correspondence, shipment, return authorization and credit memorandums
• Participate in procedure development, testing system upgrades and special projects as needed 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
• Provide daily reporting of open items and completed work to Team Lead, Customer Service
• Other duties as necessary to ensure our commitment to Safety, Quality, Delivery and Cost

The Toolbox (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 formula, charts, etc.
• Working knowledge 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