DOC Maintenance Inc - Customer Service Manager presso DOC Maintenance Inc

 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.