Senior Manager - Customer Service

Brand:  Industrial Automation
Company:  Matthews International Corporation
Line of Business:  MAS Warehouse Automation

Cincinnati, OH, US, 45227

Req ID:  12257


The Senior Manager – Customer Services plans, manages and coordinates the customer service department and representatives; interacts with clients to ensure high quality customer service and facilities-related issues are resolved on a timely basis. Manages the day-to-day activities of the Customer Service Department while monitoring phone, e-mail and web logs to confirm customers’ requests are being appropriately addressed. Handles customer escalations, provides feedback to customer service representatives for quality improvement, and represents the department to internal and external groups. Develops and implements procedures and sets objective and measurable performance standards to meet service goals and drives continuous improvement. 


  • Collaborates with leadership, engineering, operations and customers
  • Manages technical support call center operations
  • Works collaboratively with Electrical, Software, and PLC engineers 
  • Works with Warehouse Controls Systems
  • Works with appropriate departments (Sales, Distribution, etc.) to provide world-class service to our customers
  • Prepares call center performance reporting reports for management and clients
  • Prepares and negotiates support agreements
  • Oversees ordering of spare parts for job sites to support engineers working on-site
  • Develops employee schedules and tracks attendance and breaks
  • Checks call log files for accuracy and completeness
  • Represents Customer Service Department on conference calls and individual calls/emails with clients or vendors
  • Participates in internal management meetings and other interdepartmental operations meetings
  • May travel to customer and client sites



  • Bachelor’s Degree in Business or related field
  • Advanced degree (MBA, Master’s) preferred
  • Material Handling experience preferred
  • 8+ years progressive customer relations experience; or equivalent combination of education and experience
  • 5 years in a leadership role (direct or indirect)
  • Prior managerial/supervisory experience
  • Occasional travel either locally, nationally, and/or internationally may be required
  • High degree of proficiency MS Office Suite, Outlook & Internet applications
  • Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills 
  • Strong verbal and written communication skills (including analysis, interpretation, & reasoning)
  • Solid understanding and application of mathematical concepts
  • Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.
  • Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
  • Ability to work with and influence peers and senior management
  • Self-motivated with critical attention to detail, deadlines and reporting



  • Regularly required to stand; walk; sit; and talk, hear and see
  • Occasionally lift and/or move up to 10 pounds.

 * Reasonable accommodations may be made to enable individuals to perform the essential functions.

Pyramid designs and implements automation software and controls packages for fulfillment centers within the Supply Chain Industry.  We specialize in Warehouse Execution Software (WES), Order Finishing Systems, Loop Sortation, and Put-to-Light innovation.  For over twenty years, Pyramid has provided increased throughput rates and full-system visibility to the biggest names in the e-commerce and retail industries. 

Pyramid is part of Matthews Automation Solutions, a division of Matthews International. Together with our sister brands in the Matthews portfolio, we deliver streamlined, automated order fulfillment solutions that boost material handling productivity, accuracy, and cost efficiency throughout the supply chain. 

At Matthews International, what makes us different is what makes us great.  We are proud to be an equal opportunity workplace. All employment is decided on the basis of qualifications, merit, and business need.

Matthews International affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other characteristic protected by federal, state or local law.  Equal Opportunity Employer Minorities/Women/Veterans/Disabled.

Matthews International endeavors to make our employment website and application process accessible to all users and applicants. In doing so, Matthews International provides reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our Human Resource Team.


Nearest Major Market: Cincinnati