Customer Solution Coordinator

2 weeks ago

Mascot New South Wales, Australia Apex Tool Group, LLC Full time $90,000 - $120,000 per year

Customer Solution Coordinator - Alexandria, NSW

Who we are:

Apex Tool Group (ATG) is one of the largest manufacturers of professional hand and power tools in the world, serving the industrial, vehicle service and assembly, aerospace, electronics, construction and serious DIY markets. Our brands include GEARWRENCH, Crescent and Weller to name a few.

What we offer

  • Birthday leave
  • Heavily discounted products for yourself and family to purchase
  • Novated leasing
  • Hybrid work schedule

About the role:

At ATG we realise the power of our people and value our differences. You will be working alongside a supportive team, who place a key focus on building trusting relationships.

Apex Tool Group (ATG) is on the lookout for an experienced Customer Solution Coordinator to join our team This full-time position is based in our Alexandria head office and requires someone who loves problem solving, has a passion for customer experience, and wants to be part of a close-knit team.

This is a great opportunity for a Customer Solution Coordinator that would relish the challenge and reward of working with well-known quality brands and a reputable organisation.

Key Responsibilities

  • Serve as the primary contact for customer enquiries via phone, email, live chat, SMS, and social media
  • Manage high volumes of customer interactions while maintaining service quality
  • Oversee the shared inbox, delegate tasks, and resolve escalated issues promptly
  • Accurately process orders and maintain records using HubSpot CRM
  • Support post-sale enquiries and collaborate with internal teams to deliver integrated solutions
  • Build rapport with customers to identify sales opportunities and promote cross-selling
  • Liaise with our 3PL partner to assist with logistics and monitor KPIs
  • Contribute insights to market strategy through customer feedback and competitor awareness
  • Provide direct support during peak periods to manage call volumes
  • Champion ATG values and foster a collaborative team culture

What You'll Bring

Essential Skills & Experience:

  • Minimum 2 years in a sales, customer service, or account executive role
  • Strong communication skills—verbal, written, and interpersonal
  • Proven ability to build rapport and solve problems with a customer-first mindset
  • Business acumen and a proactive attitude

Preferred Skills:

  • Experience with CRM platforms (HubSpot and Salesforce preferred)
  • Proficiency in MS Office and understanding of sales performance metrics
  • Influencing and negotiation skills
  • Contact center experience
  • SAP knowledge (a plus, not essential)

Why Join ATG?

At Apex Tool Group, we don't just make tools—we build trust. You'll be part of a supportive, values-driven team that's committed to innovation, collaboration, and delivering outstanding service. If you're ready to make an impact and grow your career, we'd love to hear from you.

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