Customer Service Manager

Customer Service Manager

Valley Craft Industries is a family-owned company that has been doing business in Minnesota for over 70 years. Since introducing the first hand truck with a brake, Valley Craft Industries has become well known for producing material handling, storage, and safety solutions that truly stand the test of time. We help our customers to become better organized and to work smarter, safer, and more efficiently.

Compensation : Competitive salary Schedule : Monday to Friday 8 : 00 am - 5 : 00 pm

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

Compensation : $60,000.00 - $70,000.00 per year