Customer Service Manager

RackUp+Go and Upfitters Wholesale — this role serves both brands. RackUp+Go is a family-owned, veteran-owned company with a passion for the outdoors. We specialize in equipment for conversion vans and camping gear — helping customers prepare for life on the road and under the stars. We also operate Upfitters Wholesale, our B2B brand serving professional upfitters and installers. This role supports customers on both. We're looking for a full-time Customer Service Manager to join our team in Sioux Falls. This role is split between two key areas: providing top-tier customer service and supporting daily warehouse operations. You'll assist customers via phone, email, and chat across two brands, own manufacturer warranty claims end to end, and help with fulfillment in the warehouse when volume calls for it. This is a high-volume role. Expect roughly 40-50 tickets and 30-40 phone calls a day across both brands. It suits someone who stays organized under a steady queue and genuinely enjoys solving technical problems for customers. Key responsibilities include: responding to customer inquiries via phone, email, and chat; working a live inbound phone queue during business hours; assisting with orders, returns, shipping updates, and product questions; owning manufacturer warranty claims end to end (gathering diagnostic detail, filing with the vendor, tracking to resolution); processing returns, RMAs, and refunds within policy; chasing backordered and unfulfilled orders with vendors and operations; and maintaining accurate customer records. You'll work in Zendesk, Shopify, and NetSuite — no prior experience with these specific systems is required, but comfort learning business software quickly is. Schedule is Monday–Friday, 8:00 AM–5:00 PM, no nights or weekends. Location is on-site at our Sioux Falls, SD office and warehouse. Salary is $48,000–$58,000/year based on experience, plus paid time off and 401(k) with employer match. Job Requirements 1+ year of customer service or fulfillment experience preferred. Experience working a helpdesk or ticketing system, and comfort with a live phone queue. Strong written and verbal communication skills. Technical aptitude — confident walking a customer through diagnosing a 12V or 48V appliance over the phone, or willing to learn. Comfortable using computers, email, and warehouse systems. Team player with a proactive, can-do attitude. Organized enough to keep dozens of open threads moving without dropping any. Interest in outdoor gear, camping, or van life is a plus. Must be able to: lift and carry up to 50 lbs regularly; stand, bend, and move throughout the day; and operate in a warehouse environment. #J-18808-Ljbffr