Pros
Good work environment. People I work with take pride in their work, and doing a good job for the customers. Good work will be noticed by upper management, but they won't always acknowledge your good work unless 'pushed to' by others. Able to try new ideas for getting the job done better, and, as long as you've run it through the chain of command first, will get backing and recognition for a job well done when it works. The new SAP based computer system will bring customer service into the 21st Century.
Cons
Too many "layers" of management. Too many people allowed to perfom at a sub-standard level because they are "buddies" with an AVP or ABOC. Some are treated like royalty because they scored some big customer or big project long ago; when asked to do their job now, they try to pawn it off on others to do their bidding, and if you don't do it soon enough, they whine to middle management.