Job Description
POSITION SUMMARY
The Senior Manager - Customer Servicesplans, 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.
JOB RESPONSIBILITIES
Collaborates with leadership, engineering, operations and customers
Managestechnical support call center operations
Works collaboratively with Electrical, Software, and PLC engineers
WorkswithWarehouse Controls Systems
Workswith appropriate departments (Sales, Distribution, etc.) to provide world-class service to our customers
Preparescall center performance reporting reports for management and clients
Preparesand negotiatessupport agreements
Oversees ordering of spare parts for jobsites to support engineers working on-site
Develops employee schedules andtracks attendance and breaks
Checks call log files for accuracy and completeness
RepresentsCustomer Service Department on conference calls and individual calls/emails with clients or vendors
Participatesin internal management meetings and other interdepartmental operations meetings
May travel to customer and client sites
QUALIFICATIONS / REQUIREMENTS
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
#LI-ES
PHYSICAL ASPECTS / WORK ENVIRONMENT
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 inWarehouse 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.
Zip: 45227
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 or disability. Equal Opportunity Employer Minorities/Women/Veterans/Disabled
