Reach Beyond at PALFINGER as a
Customer Service Manager leading the Customer Service Representative team at our Parts Distribution Hub in
Huntley, Illinois. You will oversee day-to-day customer service operations while ensuring customers receive responsive support across email, phone, and e-commerce channels. This role serves as the primary escalation point for customer concerns and drives improvements to processes, policies, training, and the overall customer experience. You will also develop and coach the CSR team while partnering across functions to strengthen service delivery.
Your Responsibilities- Lead the day-to-day operations of an 8-10 person Customer Service Representative team supporting customers through email, phone, and e-commerce.
- Serve as the primary escalation point for customer issues, including delivery dates, complaint resolution, and pricing concerns.
- Establish development goals and annual targets while providing ongoing coaching, feedback, and employee development.
- Improve the customer experience by coordinating customer-facing processes across Global Service, Documentation, Data Management, Shared Service Centre, and Shipping.
- Implement process improvements, policy changes, and customer service training to enhance departmental effectiveness.
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Your Qualifications- 5+ years of experience in customer service and team leadership or management.
- Bachelor's degree or equivalent preferred.
- Knowledge of e-commerce operations, market pricing, and logistics planning, with SAP knowledge preferred.
- Proficiency in Microsoft Office, including Excel, PowerPoint, Word, and Outlook.
- Strong communication skills with demonstrated ability to engage and influence others, plus availability for occasional travel to corporate and sister sites.
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What We Offer- Salary range: $80,000-$100,000 + bonus eligble
- Competitive compensation and performance rewards
- Comprehensive benefits package with flexible options
- Opportunity for continuous learning and career growth
- An environment of Respect, Integrity, Openness, Inclusion, and Support
