Customer Service Manager

About the role

Morris South, a division of Morris Group, Inc. (one of the largest machine tool distribution networks in North America), is looking for a Customer Service Manager in Charlotte, NC. The manager leads, develops and manages the Customer Service/Parts team, overseeing daily operations, driving performance through KPIs, handling escalated customer issues and leading continuous improvement.

Key responsibilities

• Recruit, hire, onboard, train, coach and motivate customer service representatives
• Monitor individual and team performance against standards and foster accountability and continuous improvement
• Oversee daily activities in the Parts/Customer Service department and balance workloads
• Establish, track and report department KPIs
• Serve as the main point of contact for escalated customer complaints and keep customers informed
• Create training tools and maintain policies and procedures for parts inquiries
• Use data and reporting to find trends and opportunities to improve customer satisfaction
• Work with Service, Productivity and other internal teams, and with OEMs and third-party vendors

Required profile

• Bachelor's degree or equivalent experience
• High level of technical skill shown in prior experience and education
• Effective communication and high integrity
• Ability to stay focused on multiple tasks and work in dynamic, fast-paced settings

Required skills

• CRM such as Salesforce
• ERP systems such as Dynamics D365
• Power BI reports
• Microsoft Office Suite

What we offer

• Competitive starting salary
• Comprehensive health benefits, including a zero-premium medical plan option, vision, dental and company-paid life insurance
• 3+ weeks vacation to start and 10 paid holidays
• 401(k) with company contribution and tuition reimbursement
• Appreciation events, an Employee Assistance Program and mental and physical support