Customer Service Manager

Job Description

Job Description

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Morris Group, Inc., one of the largest machine tool distribution networks in North America, is a third generation, family owned and operated business that serves manufacturers of precision machined parts in the United States. Our mission is to help manufacturers maintain a competitive advantage in the world economy by improving productivity.

Morris South is a division of Morris Group, Inc. We supply CNC machine tools, tooling, accessories, software, automation, and more to manufacturers of precision machined parts. Our customer base is located in the southeast U.S. We serve manufacturers in Alabama, Arkansas, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, Virginia and the Florida panhandle. Our mission is to help manufacturers from all industry sectors achieve and maintain a competitive advantage by improving productivity. We help you make better parts, less expensively.

Summary of Responsibility:

The Customer Service Manager is responsible for leading, developing, and managing the Customer Service/Parts team to ensure exceptional customer experiences and operational excellence. This role oversees daily departmental activities, drives performance through KPIs, manages customer escalations, and leads continuous process improvement initiatives. The Customer Service Manager collaborates cross-functionally with internal teams and external partners to remove barriers, improve execution, and enhance customer satisfaction.

What You Will Contribute:

• Recruit, hire, onboard, train, coach, and motivate customer service representatives.

• Monitor individual and team performance against established standards and expectations.

• Foster a culture of accountability, engagement, and continuous improvement.

• Oversee daily activities within the Parts/Customer Service department.

• Ensure workloads are balanced effectively across the team.

• Establish, track, and report on department Key Performance Indicators (KPIs).

• Serve as the primary point of contact for escalated customer complaints or issues.

• Ensure customers are kept informed and resolutions are communicated clearly and professionally.

• Partner with internal teams to drive timely and effective outcomes.

• Develop training tools and resources for Parts Administrators and customer service staff.

• Create and maintain policies and procedures for handling customer parts inquiries.

• Utilize data and reporting to identify trends, root causes, and opportunities to improve customer satisfaction.

• Implement solutions that improve efficiency, accuracy, and the customer experience.

• Work cross-functionally with Service, Productivity, and other internal teams.

• Collaborate externally with OEMs and third-party vendors to ensure alignment.

• Identify and eliminate barriers that impact execution and customer outcomes.

Other Functions:

• Perform related duties as required

The duties listed above are intended only as illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar or a logical assignment to the position.

Qualifications & Competencies:

• Bachelor's Degree or equivalent experience demonstrated experience.

• High level of technical skill as demonstrated in prior experience and education.

• Ability to communicate effectively and articulate offerings tailored to customer needs.

• High integrity and ethical thought processes

• Experience using CRM such as Salesforce, ERP systems such as Dynamics D365, and PowerBI reports,

• Expert Microsoft Office Suite user

What’s in it for You: We take great pride in our employees and offer a variety of benefits that allow our employees to be successful inside and outside of work:

• Competitive starting salary

• Market competitive comprehensive health benefits including a zero premium medical plan offering, vision, dental, and company paid life insurance

• 3+ Weeks’ Vacation to Start

• 10 Company Paid Holidays

• 401(k) retirement plan with company contribution

• Tuition reimbursement

• Employee appreciation events and perks

• Employee Assistance Program

Mental and Physical Requirements:

The physical demands and characteristics of the work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Must be highly mobile, able to access all areas of the premises.

• Ability to concentrate and remain focused while prioritizing multiple tasks, responsibilities, and projects.

• Ability to sit for prolonged period of times.

• Able to perform bending, twisting, stooping, reaching, and lifting of moderate to heavyweight material up to 50 lbs. with assistance from equipment or other employees.

• Ability to frequently use hands and arms.

• Vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

• Ability to work responsibly and professionally in dynamic job sites that may involve tight timelines, changing priorities, and interaction with customers and team members.

Certain positions are designated as safety-sensitive due to the nature of the work performed. Employees in these roles may also be expected to:

• Ability to stand, walk, bend, kneel, crouch, climb, and reach for extended periods while servicing equipment.

• Ability to work in tight spaces or awkward positions, including accessing equipment interiors and elevated areas.

• Strong hand–eye coordination and fine motor skills required for precise electrical, mechanical, and diagnostic work.

• Ability to work in industrial environments, with exposure to noise, lubricants, coolants, metal chips, and other manufacturing conditions, while consistently wearing required personal protective equipment (PPE).

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.

Requisition # 1545C, Charlotte NC