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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