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Customer Service Manager
Lake city
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Job Type
Full-time
Description

 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, MN.


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.


 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. 

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