Customer Experience Leader — ESOP & Bonuses

Palmer-Donavin; Columbus (OH); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Company performance bonuses

Overtime & weekly pay

Employee Stock Ownership Plan (ESOP)

Up to 112 Hours of PTO in first year

401(k) retirement plan with company 
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Employee discounts on home building材料

Job summary

Palmer-Donavin in Columbus, OH is seeking a Customer Service Manager to lead the customer service team, oversee order management, and ensure timely, professional support to customers. You will partner with sales, operations, and leadership to resolve issues and drive service excellence.

The role requires a Bachelor's degree and 5+ years of experience, including people leadership, with strong communication and problem-solving skills.

Qualifications

• Bachelor's degree preferred in Business, Communications, Management, or related field.
• 5+ years in customer service or related roles with team leadership experience.
• Strong verbal and written communication, problem-solving, and relationship-building skills.
• Proficiency with CRM/ERP systems and Microsoft Office suite.

Responsibilities

• Lead, develop, and support Customer Service team members to drive accountability and continuous improvement.
• Monitor performance metrics such as response times, resolution rates, and productivity.
• Oversee order management for accuracy, timely processing, and proactive communication regarding delays.
• Resolve escalated customer concerns and collaborate with internal departments for effective solutions.
• Develop and maintain customer service procedures, training materials, and SOPs.
• Coordinate onboarding, coaching, and performance development for team members.
• Analyze feedback and service trends to enhance customer experience.
• Manage customer records, shared inboxes, and reporting systems to support efficiency.
• Collaborate with sales, operations, warehouse, and logistics to improve fulfillment and satisfaction.
• Support departmental projects and process improvement initiatives.

Skills

Leadership

Communication

Problem solving

Relationship building

CRM systems

ERP systems

Microsoft Office

Education

Bachelor's degree in Business / Communications / Management

Tools

CRM systems

ERP systems

Microsoft Excel

Word

Outlook

Job description

Palmer-Donavin in Columbus, OH is seeking a Customer Service Manager to lead the customer service team, oversee order management, and ensure timely, professional support to customers. You will partner with sales, operations, and leadership to resolve issues and drive service excellence.

The role requires a Bachelor's degree and 5+ years of experience, including people leadership, with strong communication and problem-solving skills.