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Customer Experience Specialist  

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 Customer Service  
Position Customer Experience Specialist  

Position summary

  • Work in conjunction with operations,  sales and marketing to support and promote a high level of customer service satisfaction in an ISO certified environment.

Essential tasks of the position

  • Interact professionally with customers on a daily basis via phone, email, fax and in person as needed.
  • Determine, collect, and document all information necessary to process customer requests for product shipment on a daily basis.
  • Take orders via customer initiated means.
    • Enter complete and accurate sales orders into software systems.
    • Follow order remark instructions as indicated.
    • Communicate with the Account Manager regarding special pricing by item, by order, etc.
    • Update order pricing for current market priced material, NMI, etc.
  • Become an expert in utilization of customer portals for all accounts assigned to the team, both for active use and backup needs. Additionally, cross training with Sales Advocates for backup in general tasks.
  • Provide timely acknowledgement and/or confirmation of each order to customer.
  • Develop enhanced communication with customers regarding order status & updates. Utilize open order report and allocation information to proactively manage prioritization of customer orders and ensure timely shipment of each order.
  • Proactively follow prioritization process to manage aged orders and provide regular update and communication to customers.
  • Manually process Order Delivery record for same day/urgent shipments as needed, and forward to appropriate warehouse for shipment.
  • Prepare export paperwork as needed.
  • Communicate with customers, warehouses, and freight carriers with regard to expediting sales orders, carrier transit times, warehouse cut off times and late fees.
  • Execute customer complaint process as needed.
  • Work with Supply Chain to ensure timely order fulfillment.
    • This includes but is not limited to: incoming material status and expedites; additions or changes needed to open purchase orders; drop ship status follow up, and freight quotes. Utilize Stock IQ report provided daily as first line of defense.
  • Develop and maintain permanent customer profile requirements.
    • Support customer standards set for orders. Word requirements appropriately in order to maintain consistency in data relayed to internal customers, warehouses, and carriers. Maintain customer specific codes to ensure accuracy and completeness of service. Continue ongoing dialogue to challenge and understand existing service requirements and determine if still necessary.
  • Communicate with the accounting team with regard to: rush sales orders on credit hold; credit card orders; CIA orders.
  • Take part in Account strategy meetings and become knowledgeable about goals and objectives and CSR role within that plan.
  • Develop awareness to customer ordering patterns to help with bundling and freight reduction.
  • Perform any other task at the request of management


Activities of the position affect quality including 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.
  • Train other Key Account CSRs on use of customer specific portals and process for backup coverage as needed.



The outline of duties is not arranged in order of priority. These duties are not meant to restrict initiative, but rather 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





  • 4-year degree or equivalent work experience in this industry or related field.



  • 3-5 years in customer service field.
    • Experience in distribution or chemical industry preferred



  • Strong, accurate clerical skills, data entry and typing
  • Expert level of expertise in MS Office
  • 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
  • Proficient at multi-tasking



Accuracy, Active Listening, Communication (Oral and written), Conflict Resolution, Customer Oriented, Detail Oriented, Enthusiastic, Initiative, Organized, Patience, Relationship Building, Reliability, Time Management, Working Under Pressure



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 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.

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 accepting applications.

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