Manager, Customer Service

The Blueprint (Role Profile)

The Manager, NAPT Customer Service leads the North American Power Tools customer service function, including the Customer Service Supervisor and Customer Service Representatives, and is accountable for a responsive, accurate, and consistent customer experience across order management, inquiries, escalations, and cross-functional service needs.

This role balances daily operational leadership with process improvement, team development, and customer experience execution. The Manager partners closely with Sales, Operations, Distribution, Finance, IT, and Product Management, and uses KPIs, customer feedback, and continuous improvement practices to drive accountability, strengthen team performance, and improve service delivery.

The Build (Responsibilities)

• Lead the NAPT Customer Service function, providing direction, coaching, and performance management for the Customer Service Supervisor and CSR team.
• Oversee order support, customer inquiries, escalations, and issue resolution; serve as the key escalation point for complex matters.
• Partner with Sales, Operations, Distribution, Finance, IT, and Product Management to remove barriers and improve the customer experience.
• Use KPIs, Voice of Customer insights, and service trends to drive improvements in responsiveness, order accuracy, backlog management, and customer satisfaction.
• Lead corrective action for recurring service issues, including root cause analysis, countermeasure development, and follow-through.
• Drive process improvement and system adoption; prepare the team for change through communication, training, and documentation.
• Coach and develop the Supervisor and CSR team; support onboarding, cross-training, and succession planning.

The Toolbox (Qualifications)

• Bachelor's degree in Business, Supply Chain, Operations, or a related field; equivalent experience considered.
• 7+ years in customer service, order management, or related business operations, with strong understanding of order-to-cash processes and service metrics.
• 3+ years of people leadership, preferably in customer service, manufacturing, distribution, or B2B; experience leading through frontline supervisors preferred.
• Working knowledge of ERP, CRM, and reporting tools; SAP experience preferred.
• Demonstrated ability to lead process improvement, corrective action, and change adoption using KPIs and performance data.
• Strong communication, coaching, and stakeholder management skills; proficient in Microsoft Office; able to travel occasionally as needed.

At Apex Tool Group ( 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 1800's, our tools have driven technological advancements that drive 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 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 - Facebook, Instagram, LinkedIn and Twitter.

If your goal is to work where finding a better way never ends and your ideas become reality, join us and say #WeBuildATG!