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Customer Experience Manager, Order Operations  

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 do 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. We offer our employees a fun work atmosphere, 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 along with a shuffleboard table, putt-putt greens, 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 Customer Service  
Position Customer Experience Manager, Order Operations  

The Customer Experience Manager, Order Operations oversee the day-to-day order operations while ensuring data integrity, timeliness of order processing and, promoting process optimization. As the manager of the Order Management team, this role interfaces with Sales Management, Principal Management, Operations Management, and Executive Management to champion efforts to support and prioritize the care and service provided to our customers. A leader on this team, the Customer Experience Manager must manage, mentor, and coach direct reports in the Order Management Specialist role.

As a key leader within Operations, this role works to continually enhance process and service to improve the customer experience, as well as support and effectively communicate corporate and team strategies, objectives, and core values to direct reports.

Essential tasks of this position:

Order Management Specialist Specific:

  • Lead, manage, and develop a team of Order Management Specialists who maintain ownership of order processing from order entry to order delivery.
  • Ensure new and open orders are processed accurately and timely in partnerships with customers, sales, and other roles defined within the Customer Experience Team.
  • Prioritize and adjust resourcing to meet the short and/or long-term needs of the business.
  • Frequently measure and evaluate order queue volume and timelines to drive improvements to customer experience and process optimization.
  • Function as an escalation point for customer or order related issues to implement corrective action
  • Coordinate direct reports activities including, but not limited to, the following:
    • New order entry and validation through ERP and other technology systems.
    • Open order management through adjustments to order holds, shipping dates, and transaction specific remarks/notes.
    • Communication of order acknowledgements, confirmations, or adjustments in shipping expectations to the customer.
    • Coordination with warehouses and carriers to ensure order shipment and delivery.
    • Customer problem resolution and documentation.
    • Management of order related data integrity checks.
    • Maintenance of standardized or specific remarks to meet customer requirements and assure consistency in information relayed to internal customers, warehouses, and carriers.


  • Verify the effective implementation of solutions within the department.
  • Participate in various projects as requested; manage and complete projects and tasks as assigned in a timely manner.
  • Monitor and adjust 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.


Activities of the position affect quality objectives. Responsibilities and authorities include where appropriate:

  • Initiate action to prevent the occurrence of any nonconformities relating to product, process, or quality system, up to and including when necessary, stopping production to correct quality problems.
  • Identify and record any problems relating to the product, process, and quality system.
  • Document problems, steps taken for resolution and preventative action in CRM software and notifying all parties required.
  • Initiate, recommend, or provide solutions through designated channels.
  • Verify the implementation of solutions in areas under your control.
  • Control further processing, delivery, or installation of nonconforming product until the deficiency or unsatisfactory condition has been corrected.
  • Perform duties and tasks as prescribed in company policies, procedures, and work instructions.


This position is responsible for conforming to the company quality system procedures as documented.

The outline of duties is not arranged in order of priority. These duties are not meant to restrict initiative, but to describe baseline activities. These duties will from time to time be altered to suit the needs of the company. We are a tobacco free, professional environment.

Location Corporate Office  
Position Requirements



  • Bachelor’s degree or equivalent work experience in customer service, within this industry or a related field required


  • Minimum of 5-7 years’ experience in customer service with experience in management preferred
  • Proven leadership experience required


  • Expert level of expertise in MS Office and Contact Management Software
  • Excellent verbal and written communication abilities
  • Ability to maintain professional conduct that always exemplifies the corporate policies, 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


Customer Oriented, Analytical Skills, Communication Skills, Organizational Skills, Flexibility, Learner’s Attitude, Integrity, Relationship Building, Teamwork, Accountability, Conflict Resolution, Enthusiasm


Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Non-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.  
Travel Requirements  

This position is currently not accepting applications.

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