Customer Service Lead EMEA

Summary of the Customer Service Lead EMEA Role at Apex Tool Group, LLC

Apex Tool Group is seeking an experienced Customer Service Lead EMEA to optimize customer service operations across its Weller and Cleco businesses. This dual-site role in Besigheim and Westhausen requires a strategic overview to drive process alignment and foster strong collaboration with Sales and Shared Services. The Customer Service Lead EMEA will be the primary contact for customers across the EMEA region, USA, and Asia, ensuring exceptional service and acting as a vital link between internal departments and clients. Fluency in English and German is required, with French highly preferred.

Key Responsibilities

• Serve as the main point of contact for EMEA, USA, and Asia customers, ensuring a seamless customer experience.
• Lead the optimization and alignment of Customer Service processes across Besigheim and Westhausen.
• Oversee and harmonize tasks handled by Shared Services, ensuring clarity and efficiency.
• Manage logistics operations from order intake to external distribution, including pricing, lead-time advice, backlog analysis, and export documentation.
• Collaborate with internal teams to align commercial and logistical goals, driving customer satisfaction and business growth.
• Stimulate cooperation with Sales by adopting an inside sales perspective and supporting commercial goals.
• Support, communicate, and report Sales activities to higher management.

Required Qualifications

• Completed training as a Customer Service Teamlead or equivalent commercial education.
• Proven experience in customer service management, sales management, or a similar role.
• 5+ years of relevant experience in customer service, preferably in B2B.
• Proficiency in SAP (Business Warehouse) and MS Office applications (Excel).
• Familiarity with export and customs processes.
• A technical understanding of products and services.
• Knowledge of OPEX principles and experience implementing process improvements.
• Fluent in German and English; French language skills are a strong advantage.

What Apex Tool Group, LLC Offers

• Collective agreement of the metal and electronical industry.
• 30 days vacation.
• Special payments (e.g., vacation bonus, Christmas bonus, payments according to collective agreement).
• Many employee benefits / employee offers (corporate benefits).
• Bike-Leasing.
• International environment.
• Opportunities for further training and development.

About Apex Tool Group, LLC

At Apex Tool Group (www.apextoolgroup.com), innovation is at the core of everything they do. Associates strive daily to find new ways to help end-users solve complex challenges. By leveraging global resources, unprecedented insights, and a spirit for service, Apex Tool Group builds more than just tools – they help build the future. As a global manufacturer of hand and power tools, tool storage and accessories, chain, and electronic soldering solutions with over $1.4 billion in annual revenues, ATG's 6,900 global associates have established powerhouse brands like GEARWRENCH®, SATA®, Crescent®, Cleco®, Weller®, and APEX®. Joining the ATG team means moving fast, thinking globally, learning from colleagues, and growing your career. Enjoy competitive benefits, a healthy work/life balance, and opportunities to contribute to communities. The company's 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 daily decisions. Connect with them on social media (LinkedIn, Instagram, Facebook, Twitter) to learn more. If your goal is to work where finding a better way never ends and your ideas become a reality, join Apex Tool Group!

Key skills/competency

• Customer Service Management
• Process Optimization
• EMEA Operations
• Logistics Management
• B2B Customer Relations
• SAP Business Warehouse
• Export/Customs Procedures
• Sales Support
• Team Leadership
• Multilingual Communication (German, English, French)