Customer Service Lead EMEA

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. Customer Service Lead EMEA Location : Westhausen, Germany or Besigheim, Germany Summary We are seeking an experienced Customer Service Lead EMEA to lead and optimize customer service operations across our Weller (distribution-focused) and Cleco (mix of run rate and projects) businesses. This is a role with a dual-site scope in Besigheim and Westhausen. The ideal candidate will have a helicopter view of both operations, drive process alignment, and foster strong collaboration with Sales and Shared Services. You will be the primary contact for our customers across the EMEA region, USA and Asia, ensuring exceptional customer service and acting as a crucial link between internal departments and clients. Fluency in English and German is required, and French is 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. Supporting, Communicating and reporting 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 we offer 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 At Apex Tool Group ( we’re passionate about innovation. Whether that be products, processes or operations, our associates strive to find new ways each day to help our end-users solve their most complex challenges. By harnessing our global resources, unprecedented insights and spirit for service, we build more than just tools for the job site – 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 $1.4 billion in annual revenues. Our 6,900 global associates have built powerhouse brands like GEARWRENCH®, SATA®, Crescent®, Cleco®, Weller® and APEX® that professional trades and DIY enthusiasts alike can trust to get the job done. With our roots dating back to the 1800s, our tools have driven technological advancements that drive efficiency, speed and end-user safety 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 – LinkedIn, Instagram, Facebook and Twitter. If your goal is to work where finding a better way never ends and your ideas become a reality, join us! #WeBuildATG #J-18808-Ljbffr