Email Opening Title Customer Service Manager  About the Organization Palmer Holland is a quickly expanding international specialty chemical distributor based in Westlake, OH and operating in the United States and Canada. Palmer Holland represents many of the most recognized manufacturers from around the world. Our customers and principals are rooted in the Agriculture, CASE (coatings, adhesives, sealants, elastomers), Health & Nutrition, Lubricants, and Plastic industrial sectors. As an independently-owned sales and marketing organization, we have the opportunity to make decisions which are in the best, long-term interest of the employees, customers, and principals we serve. Our sellers work with customers to solve problems and test and re-test different specialty products in order to find the one that will create what the customer needs. The dedication from our employees to continually improve their knowledge base and provide commitment to outstanding technical and customer service enables Palmer Holland to thrive as an industry leader. As an employer, Palmer Holland's goal to remain independent is solidified through operating as a privately held Employee Stock Ownership Plan (ESOP) with an ownership team made entirely of employees. Palmer Holland views our employees as our most valuable asset, offering a healthy work-life integration and varying opportunities for professional development. We are known for having a culture that emphasizes having fun, being healthy, and working hard. Our office has advanced technology, a shuffleboard table, golf simulator, and treadmill workstations. In the field, our sales team has the tools to make critical decisions on the spot to better respond to customer needs, ultimately forming strong relationships. We believe in providing a work culture that engages employees, encourages growth, and promotes success.   Category Management   Position Customer Service Manager   Description Position summary Interface with Sales, Principal, Operations, and Executive Management to champion efforts to support and prioritize the care and service provided to our customers and obtain the voice of the customer. Research, conceptualize, and drive the evolution and adoption of customer experience trends and digitalization strategies. Champion data-driven service metrics and performance scorecards. Supervise members of the Customer Service Team, including performance management. Monitor day-to-day Customer Service Department operations and ensure work is consistently completed accurately and timely. Collaborate with the Supply Chain Manager to conduct a gap analysis and develop and execute a plan that fosters effective communications between Sales, Customer Service and Supply chain Operations. Experience within an e-commerce business environment   Essential tasks of the position Department Specific: Professionally interact with new and existing customers. Continually determine, based on information provided by customer, how to improve customer experience. Coordinate staff activities including, but not limited to, the following: Timely and accurate sales order processing and management. Customer order fulfillment. Customer problem resolution and documentation. Development of permanent customer profile notation requirements that assure consistency in data relayed to internal customers, warehouses and carriers. Maintenance of customer requirements for all Palmer Holland customers to remain current and avoid mistakes due to old or obsolete requirements. Maintenance of customer responses to order experience with Palmer Holland. Determining if special/temporary requirements of customer and/or product or order are needed. Coordinate Case activities including, but not limited to, the following: Review designated CRM Cases to confirm root cause accuracy and related critical fields. Write corrective actions as applicable for designated Cases and invoke associated workflow in CRM system. Establish resolution and close Cases as outlined in Case management process. Progress CRM workflows as outlined in Case management process. Perform as the department go-to resource to field questions related to Case entry or other case related work. Maintain and coordinate up-to-date Cases related training and reference materials. General: Lead automation and efficiency improvement efforts. Participate in various projects as requested; manage and complete projects and tasks as assigned in a timely manner. Monitor and make adjustments to workload assignments and/or expectations based on analysis of performance and metrics. Monitor operations and identify areas for improvement and initiate, recommend or provide solutions through designated channels, not only in direct department, but throughout the company. Provide department staff the opportunity to communicate process, procedure and day to day feedback and corporate news via periodic departmental meetings. Communicate regularly with employees concerning performance expectations, productivity, and accountability. Conduct periodic individual performance meetings; document in preparation for year-end reviews. Lead, coach, develop, train and motivate staff. Make recommendations regarding resource needs and assist with interview and hiring process. Any other tasks as directed by management.   We are a tobacco free, professional environment.   Location Corporate Office   Position Requirements Education: Bachelor’s degree or equivalent work experience in customer service, within this industry or a related field Experience: 3-5 years’ experience in customer service coupled with experience in management Knowledge/Skills: Expert level of expertise in MS Office and Contact Management Software Excellent verbal and written communication abilities Ability to maintain professional conduct that exemplifies the corporate policies at all times, particularly when interacting directly with internal and external customers Ability to handle sensitive information with confidentiality and discretion Detail oriented with strong, accurate clerical skills Proficient at multi-tasking Proactive problem solver with sufficient critical thinking skills Ability to establish and clearly communicate appropriate expectations and hold staff accountable Highly motivated Physical Requirements: Satisfactory motor skills relevant to position Ability to sit for long periods of time Ability to lift up to 25 pounds   Full-Time/Part-Time Full-Time   Exempt/Non-Exempt Exempt   EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. To perform this job successfully, an individual must be able to perform each essential job tasks satisfactorily. Palmer Holland is committed to the full inclusions of all qualified individuals and reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.   Travel Requirements   This position is currently not accepting applications. To search for an open position, please go to http://PalmerHollandInc.appone.com

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