Customer Service Manager

Customer Success Manager (On-site, St. Paul, MN)Cortec Corporation is a global leader in corrosion protection technologies, serving distributors and customers worldwide from its headquarters in the Twin Cities. The Customer Success Manager leads Cortec’s Customer Service department, with a focus on creating, maintaining, and continually enhancing a high‑quality customer experience for distributors and end users around the world.This role combines hands‑on team leadership with process improvement, data‑driven decision‑making, and cross‑functional collaboration across Sales, Production, Shipping, and other departments. The Customer Success Manager is expected to model Cortec’s Operating Values of Leadership, Strategy, Integrity, Innovation, and Collaboration in daily work and in how the team supports customers.WHAT YOU WILL DO:Lead the Customer Service team to deliver strong service levels, resolve escalated customer issues, and provide timely and accurate quotations.Develop the team through coaching, training, and cross‑training to improve performance and capabilities.Manage team performance by setting expectations, monitoring quality and timeliness, addressing performance concerns, and completing evaluations.Partner with Sales, Business Development, and other functions to resolve customer issues, support exception decisions, and ensure alignment on service standards and customer commitments.Represent Customer Service in cross‑functional initiatives and lead process improvement efforts that elevate customer experience and operating efficiency.Use service data, reports, and operational metrics to monitor performance, identify trends, and drive corrective and continuous improvement actions.Implement and communicate company policies, procedures, pricing guidelines, and service standards to ensure consistent execution.Manage price list updates and other change projects, recommending adjustments that support margin health and business needs.Lead analysis of distributor order patterns and partner with distributors to help reduce costs or improve delivery schedules.Champion Cortec’s values and corporate vision to generate a strong team culture with high employee engagement.MINIMUM EDUCATION:BA or BS degree required.MINIMUM EXPERIENCE:3+ years of prior experience in customer service leadership in a technical, manufacturing, industrial, or B2B setting.Proficiency with Microsoft Office Suite; Epicor (ERP) experience is a plus.Ability to analyze service‑related information, prioritize work, and support process improvements.LOCATION & TRAVEL:Primary work location: White Bear Lake Corporate Headquarters (St. Paul metro area).Standard business hours with flexibility to support customer and department needs.Ability and willingness to travel up to 10%.CORTEC OPERATING VALUESCortec’s culture is grounded in five Operating Values that guide how we work together and with our customers:Leadership – Empowering employees and teams, investing in the development of employees, and holding ourselves and others accountable.Strategy – Being intentional with every action, taking calculated risks, and defining big-picture goals and objectives.Integrity – Honoring our commitments, taking ownership of our work and results, and creating an environment of trust and respect.Innovation – Providing world-class technical expertise, harnessing creativity and curiosity, and continuously improving.Collaboration – Creating alignment through communication, being open to others’ ideas, and prioritizing the success of the greater team.PAY TRANSPARENCY & BENEFITSThe anticipated starting salary range for this position is $80,000 – $95,000 annually, which represents Cortec’s good‑faith estimate of the range of base pay at the time of this posting, based on factors such as experience, qualifications, internal equity, and market considerations.This position is eligible for Cortec Corporation’s comprehensive benefits program, which currently includes medical, dental, vision, and short‑ and long‑term disability coverage; a 401(k) retirement plan with a 3% company safe harbor contribution; paid time off; paid holidays; and other benefits and programs in accordance with company policy.EQUAL OPPORTUNITY & EMPLOYMENT INFORMATIONCortec Corporation is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants and do not discriminate on the basis of race, color, religion, sex (including pregnancy and childbirth), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status, marital status, status with regard to public assistance, or any other characteristic protected by applicable federal, state, or local law.Cortec Corporation is also committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws. Applicants who require an accommodation to complete the application or interview process may contact Human Resources at hr@cortecvci.com.Employment with Cortec Corporation is at will and may be terminated by either the employee or the company at any time, with or without cause or notice, subject to applicable law.NO THIRD-PARTY SOLICITATIONCortec Corporation does not accept unsolicited outreach or candidate submissions from external recruiters or staffing agencies.