Customer Service Manager — Lead 8–10 CSR Team, Growth & Impact

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

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Career growth and learning

Inclusive work culture

Opportunity for travel

Job summary

PALFINGER seeks a Customer Service Manager to lead the CSR team at our Huntley, Illinois distribution hub. You will oversee day-to-day operations and be the primary escalation point for customer concerns, driving improvements in processes, training, and service delivery.

You will coach the CSR team, coordinate with Global Service, Documentation, Data Management, and Shipping, and support a responsive, high-quality customer experience across channels.

Qualifications

• 5+ years in customer service and team leadership.
• Bachelor’s degree or equivalent preferred.
• Knowledge of e-commerce operations, pricing, and logistics; SAP knowledge preferred.
• Proficiency in MS Office including Excel, PowerPoint, Word, and Outlook.
• Strong communication skills with ability to engage and influence, with travel availability.

Responsibilities

• Lead the day-to-day operations of a 8–10 person CSR team via email, phone, and e-commerce.
• Serve as the primary escalation point for customer issues, including delivery dates and pricing concerns.
• Establish development goals and annual targets with ongoing coaching and feedback.
• Improve customer experience by coordinating processes across Global Service, Documentation, Data Management, Shared Service Centre, and Shipping.
• Implement process improvements, policy changes, and training to enhance department effectiveness.

Skills

Leadership

Communication

Customer service excellence

E-commerce knowledge

Education

Bachelor’s degree

Tools

SAP

Microsoft Office

Job description

PALFINGER seeks a Customer Service Manager to lead the CSR team at our Huntley, Illinois distribution hub. You will oversee day-to-day operations and be the primary escalation point for customer concerns, driving improvements in processes, training, and service delivery.

You will coach the CSR team, coordinate with Global Service, Documentation, Data Management, and Shipping, and support a responsive, high-quality customer experience across channels.