Customer Support Center Lead

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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 manufactures of precision machined parts in the United States. Our mission is to help manufactures maintain a competitive advantage in the world economy by improving productivity.

Morris Midwest-MN provides CNC machine tools, tooling and accessories, and related engineering and installation and maintenance support services to manufacturers in Minnesota, Wisconsin, North Dakota, and South Dakota.

Summary of Responsibility:

The Customer Support Center Supervisor plays a key role in overseeing daily operations within the Customer Support Center. This position is responsible for guiding and coaching team members to ensure adherence to established protocols and the achievement of key performance indicators (KPIs). Key responsibilities include developing cross-training plans for staff coverage, assisting in process development and optimization, managing daily technician scheduling. The Supervisor also generates critical reports related to machine repairs and parts orders, ensures effective follow-up processes for parts administration, and drives improvements in data integrity and Support Center efficiencies using AI tools and project management support.

What You Will Contribute:

• Provide guidance, oversight, coaching, and instruction to members of the Customer Support Center; ensure team is following protocols and meeting established KPIs.
• Act as an example for Service Technicians and Customer Support Center personnel regarding company values, safety and appearance.
• Develop and implement plans to cross-train the staff, ensuring seamless back-up within the department for parts administration and technical phone support.
• Assist service management in developing processes related to scheduling, administration and parts; provide feedback on implementation and make recommendations to optimize.
• Generate and provide key reports, including down machines (i.e. status of repairs) and parts orders (ie status of all parts ordered, with emphasis on Red/down machines and items with long lead times)
• Help ensure effective and predictable Parts Administrator follow-up on parts quotes through the creation of standard reporting and visibility within our systems.
• Enter and track the inventory of Field Service tools within Salesforce.
• Develop and deploy a plan to ensure Salesforce data integrity.
• Schedule service technicians daily (including both field and in-house). This includes ensuring the technician has a full description of the task and that all necessary tools and parts have been shipped prior to the technician’s arrival.
• Utilize and recommend AI tools/applications to enhance Support Center efficiencies. Provide basic project management assistance via scheduling new machine and option installations, as well as third party installations correlating to new machines. (Standard machine orders/ non-turnkey)

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:

• Associate’s degree in business administration, or a related discipline.
• 5+ years of experience in a call center environment servicing customers within industrial distribution and/or a technical service provider.
• Intermediate proficiency with Excel, Word, and PowerPoint.
• Intermediate proficiency with a CRM like Salesforce; strong report writing skills.
• Strong customer service orientation.
• Able to effectively communicate and explain technical issues to key stakeholders, most especially customers, Support Center Staff, and third-party vendors.
• Strong attention to detail

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
• Monthly car allowance and fuel
• Huge opportunities for growth in your professional skillset
• Able to work with new technology daily
• Market competitive comprehensive health benefits including a zero premium medical plan offering, vision, dental, and company paid life insurance
• Paid Time Off, starting with 23 paid days off in your first year.
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