Customer Service Manager — Lead CSR Team, Bonus Eligible

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

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.