Customer Service Advocate

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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.

Technical Equipment Sales, a regional distributor of CNC machine tools, tooling and accessories, and related engineering and support services, is seeking an ambitious and conscientious Service Administrator. Technical Equipment Sales is a division of Morris Group, Inc., one of the largest machine tool distribution networks in North America.

Summary of Responsibility:

The Customer Service Advocate is responsible for managing customer service requests from start to finish, ensuring timely communication, accurate documentation, and a high level of customer satisfaction. This role oversees service scheduling, parts coordination, and billing activities while maintaining accurate records in Salesforce and the ERP system. The position also supports installations, vendor reimbursements, and departmental reporting, contributing to the overall efficiency and success of the service team.

What You Will Contribute:

• Receipt of and respond to all incoming phone calls and emails from customers requesting on-site service support.
• Document service issues in service’s CRM system (Salesforce) and establish service tickets for each service call.
• Follow up with customers on service repairs to ensure customer satisfaction with the work performed.
• Process service reports for billing in ERP system and generate invoices to customers for paid service in a timely manner.
• Process installation reports for billing and generate invoices to vendor for warranty & installation reimbursement.
• Coordination with Parts department on part orders required for service repair requests.
• Assist with invoicing parts orders and processing associated vendor invoices.
• Work with Contract Administration personnel on the coordination and scheduling of new machine installations and related accessories.
• Review service reports to ensure reasonable hours are billed and ensure service tickets are properly closed in the CRM system (Salesforce).
• Preparation of service related reports to track hours and utilization of the service department.

• Participates in meetings, seminars, and training sessions to stay apprised of new developments in field.

• Integrate department activity into the services CRM system (Salesforce)

• Performs such other related tasks or duties as the company may assign in its discretion.

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:

• 5+ years of experience in customer service with a background in service coordination.

• Excellent communication skills.

• Strong database management skills.

• Experience with Salesforce.com is a plus.

• Ability to handle a very dynamic service schedule and make quick and effective decisions.

• Strong understanding of customer and market dynamics and requirements.

• Intermediate to advanced level skills in software associated with Microsoft word processing, spreadsheets, Microsoft project, power point presentations, and other related business programs, as required.

• Exhibit excellent teamwork skills.

• Associates or Bachelor’s Degree and/or related experience

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 Holidays401(k) retirement plan with company contribution
• Tuition reimbursement
• Employee appreciation events and perks
• Employee Assistance Program

Mental and physical requirements:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations 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 keep their composure with the public and co-workers in everyday, stressful situations.

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 #1355B