Morris · 1 day ago
Customer Service Manager
Charlotte, 28202, US
Full-time
Onsite
Mid, Senior LevelMorris South, a division of Morris Group, Inc., is one of the largest machine tool distribution networks in North America, dedicated to helping manufacturers improve productivity. The Customer Service Manager will lead and manage the Customer Service/Parts team, ensuring exceptional customer experiences and operational excellence while driving performance through KPIs and managing customer escalations.
Machinery ManufacturingManufacturingSales
Responsibilities
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
Perform related duties as required
Qualification
Required
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
Benefits
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
Company
Morris
Morris is a premier provider of CNC machinery, automation solutions, and unmatched service and support.
Founded in 1941
1001-5000 employees
Funding
Current Stage
Late StageRecent News
Company data provided by crunchbase