Customer Service Manager — Lead 8–10 CSR Team, Drive Service

Palfinger Ag; Huntley (IL); Sur place; USD 80 000 - 100 000; Plein temps

Avantages offerts par ce poste

Salary range: $80,000–$100,000 + bonus

Competitive compensation and rewards

Comprehensive benefits package

Continuous learning and career growth

Respect, Integrity, Openness, Inclusio

Résumé du poste

PALFINGER seeks a Customer Service Manager to lead the Customer Service Representative team at our Huntley, Illinois hub. You will oversee daily operations, serve as escalation point for delivery dates, pricing, and complaints, and drive process improvements across multiple functions.

You will develop and coach the CSR team, align with Global Service and Shipping, and pursue ongoing staff development while promoting an inclusive, high-performance culture.

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.

Responsabilités

• 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.

Connaissances

Customer service

Team leadership

Strong communication

Travel readiness

Formation

Bachelor's degree

Outils

SAP

MS Office

Description du poste

PALFINGER seeks a Customer Service Manager to lead the Customer Service Representative team at our Huntley, Illinois hub. You will oversee daily operations, serve as escalation point for delivery dates, pricing, and complaints, and drive process improvements across multiple functions.

You will develop and coach the CSR team, align with Global Service and Shipping, and pursue ongoing staff development while promoting an inclusive, high-performance culture.