Customer Service Manager

PALFINGER; Schaumburg (IL); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive compensation

Benefits package

Career growth

Job summary

PALFINGER in Huntley, Illinois, is seeking a Customer Service Manager to lead the Customer Service Representative team at our Parts Distribution Hub. You will oversee day-to-day operations and ensure responsive support via email, phone, and e-commerce, acting as the primary escalation point for customer concerns.

You will coach and develop the CSR team, collaborate across Global Service, Documentation, Data Management, and Shipping, and implement process improvements to raise service levels.

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.

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.

Skills

Customer service leadership

Communication

Travel flexibility

Education

Bachelor’s degree or equivalent

Tools

SAP

Microsoft Office

Job description

For more than 90 years, PALFINGER has set benchmarks with innovative crane and lifting solutions worldwide. As a leading technology and mechanical engineering company, we transform customer needs into seamlessly integrated solutions while providing opportunities for our people to grow, collaborate, and push beyond limits. We foster an environment where we reach up, reach out, and reach beyond. Become part of our team and let’s lift each other to create what’s next.

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.

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.

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

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.
Equal Opportunity Employer/Vet/Disabled