Top 5 Customer support & client services managers Jobs in Lexington, Ky

Manager, Customer Service
Apex Tool Group LLC —Lexington, KY
- 7 years
- Bachelor's degree
- Product management
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Case Manager III
Xometry —Lexington, KY
- $76,000 - $99,000 a year
- Hybrid work
- 5 years
- Engineering
- Continuous improvement
- Disability insurance
- Health insurance
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Senior Director, Player Services
TwinSpires —Lexington, KY
- 5 years
- Office
- Master's degree
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Manager, Customer Service

Apex Tool Group LLC -
Lexington, KY

Quick Apply

Job Details

Qualifications

Stakeholder engagement
Managing teams in a customer support role
Team leadership
Coaching
Data reporting
Order processing tools
Corrective and preventive actions (CAPA)
Frontline customer support management
Key Performance Indicators
Logistics order management
CRM system proficiency
Operational excellence initiatives
Productivity software
Process improvement planning
Business operations
Change management support (employee development activity)
Stakeholder management

Full Job Description

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.

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customer support & client services managers jobs in lexington, ky

Manager, Customer Service

Case Manager III

Senior Director, Player Services

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