Customer Service Manager

Auburn Hills, MI
30+ days ago

Job Description

Position Title: Customer Service Manager
Team: Customer Service
Reports to: Vice President of Operations

About Morrell Group
Morrell Group is a trusted resource for premier components, and over the last four decades, has evolved into integrating these components into world-class systems. Known for complete life-cycle support, Morrell Group serves as a single source for every discipline and resource required for product and process development – from brainstorming and planning to design and build, installation and maintenance, to continuous improvement. This approach underscores a commitment to exceptional customer service.

For more information please check out our website-
Morrell Group Modernizes the Motion Control Ideation Process-

Equal Opportunity Employer
Morrell Group is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Morrell Group is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Morrell Group will not tolerate discrimination or harassment.

Character of Position
As a Customer Service Manager, you will be responsible for overseeing the daily operations of the customer service department. Their duties include communicating customer service objectives to Customer Service Representatives and other department personnel, compiling data to make assessments of their department’s progress and coordinating with upper management to find ways to enhance their customer service objectives among their employees.


  • Supervises employees, coordinates assigned customer service functions, establishes performance requirements, clarifies responsibilities of those supervised, conducts performance appraisals and plans for individual employee improvement
  • Monitors calls and non-phone work to ensure customers are assisted in a professional and responsive manner so customer issues are resolved quickly and efficiently
  • Resolves customer issues and directly handles escalated customer issues when necessary
  • Answers questions from employees on processes and procedures
  • Ensures that customer correspondence is handled in a professional and efficient manner and directly responds, as needed
  • Participates with the Sales Manager to establish meaningful goals and objectives for the customer service team and assists in developing effective plans, policies and programs needed to attain those goals and objectives
  • Ensures that assigned customer service employees are properly trained and have adequate technical knowledge, portray a professional image and are dedicated to providing a high level of customer satisfaction
  • Conducts interviews and participates in recruiting activities when necessary
  • Assists internal departments in providing successful outcomes and solutions involving corporate strategies
  • Promotes and assures the highest level of customer satisfaction, to all Morrell customers
  • Gathers data and develops reports to aid in departmental operations
  • Recommends improved or additional processes to improve employee and customer satisfaction
  • Participates in all events deemed necessary by Morrell such as sales meetings, vendor meetings, or training sessions
  • Remains informed of all new and existing products represented by Morrell, by studying vendor’s catalogs, websites, or additional materials. Also to keep up to date on the operational process of each of Morrell’s respective vendors
  • Manage, motivate and promote a positive Team Work environment with a “People First” attitude
  • Establishes clear expectations holding employees accountable
  • Keep a clean and safe working environment and optimize space utilization
  • Foster a positive team environment by assisting co-workers and employees
  • Perform other duties as assigned


  • Associates degree or equivalent years of experience


  • 5+ years in Customer Service


  • Servant leadership mentality
  • Leading cross-functional teams
  • Active listening
  • Inviting feedback
  • Collaboration
  • Facilitating meetings
  • Influencing others
  • Maintaining composure under pressure
  • Managing partner relationships
  • Verbal communication
  • Written communication
  • Teamwork
  • Ability to participate in achieving company goals


  • 401(k) retirement with matching
  • Employee discount (Ford and Stellantis)
  • Health, dental and vision insurance
  • Flexible Spending Account
  • Life and disability insurance
  • Paid Time Off
  • Referral program
  • Training program
  • Personal development training

Job Type: Full-time


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