Customer Service Representative Hand Tools 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 Representative Hand Tools EMEA - DE - Besigheim

Summary

We are seeking a motivated Customer Service Representative (m/f/d) Hand Tools EMEA to join our Customer Service team. In this role, you will support customers (B2B) across the EMEA region by providing excellent service throughout the order-to-cash process. You will act as a key interface between customers, sales, planning, logistics, warehouse operations, and other internal departments. The position offers the opportunity to work in an international environment and contribute to customer satisfaction and operational excellence.

Key Responsibilities:

• Act as the primary point of contact for assigned Hand Tools customers (B2B) across EMEA, ensuring professional and responsive customer support
• Process and manage customer orders, returns, and inquiries accurately and efficiently in SAP
• Monitor order fulfillment from entry to delivery, providing proactive updates on order status, availability, lead times, and shipment schedules
• Coordinate closely with Sales, Planning, Logistics, Warehouse, Procurement, and Operations teams to meet customer requirements and delivery commitments
• Support backlog management, order prioritization, and on-time delivery performance
• Maintain accurate customer records, order data, and related documentation
• Resolve customer issues and escalations in collaboration with internal stakeholders to ensure customer satisfaction
• Ensure compliance with company policies, export regulations, customs requirements, and continuous improvement initiatives within Customer Service

Critical Skills & Qualifications:

• Completed training as an Industrial Clerk or equivalent commercial education
• At least 2-3 years of experience in customer service, order management, sales support, or a related commercial role
• Proficiency in SAP and Microsoft Office applications
• Basic understanding of supply chain, logistics, Export and order management processes
• Strong customer service orientation and problem-solving skills
• Experience with export documentation is an advantage
• Fluent in German and English, additional language skills are considered a big plus

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 (www.apextoolgroup.com), 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