Customer Service Manager

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

The Customer Service Manager is responsible for leading the customer service team to deliver exceptional customer experiences while supporting operational efficiency and company growth. This position oversees customer service processes, team development, order management, and customer communications to ensure customers receive accurate, timely, and professional support.

The Customer Service Manager works closely with customers, sales teams, operations personnel, and leadership to resolve issues, improve service performance, and drive continuous improvement initiatives. This position requires strong leadership, communication, problem-solving, and organizational skills, along with the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities:

• Lead, develop, and support Customer Service team members while promoting accountability, customer focus, and continuous improvement.


• Monitor customer service performance metrics, including response times, transfer rates, customer satisfaction, and team productivity.


• Oversee order management processes to ensure order accuracy, timely processing, and proactive communication regarding delays, backorders, and service issues.


• Resolve escalated customer concerns and partner with internal departments to identify and implement effective solutions.


• Develop and maintain customer service procedures, training materials, and standard operating procedures that support consistent service delivery.


• Coordinate onboarding, training, coaching, and performance development activities for Customer Service team members.


• Analyze customer feedback, service trends, and operational reports to identify improvement opportunities and enhance customer experience.


• Manage customer records, reporting systems, shared inboxes, and other customer service resources to support departmental efficiency.


• Partner with sales, operations, warehouse, and logistics teams to improve communication, order fulfillment, and overall customer satisfaction.


• Support departmental projects, process improvement initiatives, and other customer service responsibilities as assigned.

Qualifications:

• Bachelor's degree in Business, Communications, Management, or a related field preferred.


• 5 or more years of customer service, customer support, account management, or related experience preferred, including team leadership, customer issue resolution, process improvement, and performance management.


• Strong verbal and written communication, problem-solving, coaching, and relationship-building skills.


• Proficiency with CRM systems, ERP systems, Microsoft Excel, Word, Outlook, and customer service reporting tools.

Requirements:

• Satisfactory criminal history check


• Signed confidentiality agreement (completed during onboarding)

Our employee owners enjoy many benefits, such as:

• 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 matching


• Employee discounts on wide range of home building materials