Customer Service Manager

Valley Craft Industries, Inc. has been designing, developing and manufacturing professional grade material handling and storage solutions in Minnesota since 1953. Our products are sold world-wide while our office locations are in Lake City and Bloomington, IN.

CUSTOMER SERVICE MANAGER

We are seeking a proactive, customer-centric leader to join our growing company and manage a group of dedicated customer service associates. As the Customer Service Manager, you will play a key role in delivering exceptional service by overseeing daily operations, driving team performance, and fostering a culture of continuous improvement. The ideal candidate thrives in a fast-paced, dynamic environment and is passionate about creating seamless customer experiences.

JOB RESPONSIBILITIES

• Lead, coach, and inspire the customer service team to deliver outstanding service.
• Develop and enforce customer service policies and standards for consistent delivery.
• Identify and implement process improvements to enhance customer satisfaction.
• Resolve escalated customer issues with professionalism and urgency.
• Collaborate cross-functionally with Sales, Marketing, and Operations to align on customer requirements.
• Champion the voice of the customer across the organization.
• Conduct training to build team capabilities and product knowledge.
• Manage customer expectations and service levels (KPI’s, service levels).
• Oversee department processes including quotes, order entry, product specifications, ISO records, returns and technical support.
• Perform data audits and ensure accuracy in customer records.
• Troubleshoot issues and develop practical solutions.
• Maintain deep knowledge of Valley Craft products and services.
• Foster a positive, communicative, and customer-first culture.
• Provide feedback and insights to leadership for continuous improvement.
• Support additional customer service needs and perform other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree (4+ years).
• Minimum 2 years in customer service, with proven leadership experience.
• Experience with CRM and ERP systems (Epicor preferred).
• Background in manufacturing or material handling is a plus.
• Strong communication skills—written, verbal, and interpersonal.
• Solid understanding of customer service principles and practices.
• Excellent PC and internet skills, including experience using Microsoft Office, Outlook, and Excel.
• Strong understanding of domestic and international shipping and freight terms is a plus.
• Consultative, solution-based approach to customer service.
• Sales support experience is a plus.

COMPENSATION:

Salary plus benefits.

Valley Craft Industries is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity, age, disability, national origin, or veteran status.