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Senior Manager - Customer Service

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

Cincinnati, OH, US, 45227


The Senior Managerr – 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. This role 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. The Senior Manager – Customer Service 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. 


  • Planning, directing, and coordinating activities of employee(s) to ensure goals or objectives are accomplished.  Mentoring, coaching, training and developing teams
  • Developing and implementing procedures and processes that lead to a highly effective, consistent, and efficient Customer Service organization
  • Setting objectives and measurable performance standards to meet service goals that drive continuous improvement. Seeking areas and methods to improve the depth and quality of the Customer Service Department
  • Handling escalations or more difficult or complex customer issues
  • Managing the processing of incoming requests, inquires, and issues to the Customer Service Representatives to ensure courteous, timely, and effective completion and resolution of issues
  • Implementing Customer Service Representative procedures that establish problem resolution expectations and timeframes
  • Handling high-level inquires by researching, investigating, and responding to customers


  • Leadership
  • Engineering  
  • Operations
  • Customers


  • Managing technical support call center operations
  • Managing Electrical, Software, and PLC engineers 
  • Working with Warehouse Controls Systems
  • Working with appropriate departments (Sales, Distribution, etc.) to provide world-class service to our customers
  • Preparing call center performance reporting reports for management and clients
  • Developing schedules, track attendance and breaks
  • Checking call log files for accuracy and completeness
  • Representing Customer Service Department on conference calls and individual calls/emails with clients or vendors
  • Participating in internal management meetings and other interdepartmental operations meetings


  • 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.

Our Warehouse Automation group, Matthews Automation Solutions, delivers advanced software and control solutions that improve efficiency in the physical processing of orders for retail and ecommerce distribution centers. Matthew Automation Solutions’ portfolio - including brands Lightning Pick, Pyramid, and Compass Engineering – deliver solutions for high-performance order picking, assembly and sortation, as well as warehouse control and execution systems to maximize material flow and order fulfillment throughput.  


We are in search of ….Senior Manager - Customer Service   for Matthews Automations Solutions… 

Nearest Major Market: Cincinnati