Customer Service Supervisor

Job Description

Who we are:
Brady makes products that make the world a safer and more productive place. We are a global leader in safety, identification and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room - we’re just about everywhere you look. Companies around the world trust Brady because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities.
We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2023, Brady employed approximately 5,600 people worldwide. Our fiscal 2023 sales were approximately $1.33 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com.
Why work at Brady:
A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth.
Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you’ll feel connected to the community through our charitable contributions and opportunities to give back.
Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world.

What we need:
The Customer Service Supervisor directs and enables staff to execute reliable and consistent support to meet customer needs, achieve business and team objectives, and attain goals and forecasts.  This position manages individual performance and professional development for 20-25 direct reports including coaching, development, performance and progressive disciplinary actions as needed.  They are responsible for providing leadership, driving continuous improvement, maintaining standards and delivering a best in class customer experience.  Upholds organizational policies and procedures and sets general direction for their team by creating and encouraging a work environment consistent with Brady values and competencies.
What you’ll be doing:

• Responsible for team performance, development and attainment of all KPI results
• Understand customer needs and expectations to enable support and mitigate challenges
• Adapt plans and priorities to address resource and operational challenges
• Ensure customer follow up and resolution to inquiries and challenges
• Proactively prevent issues anticipating concerns and identifying broader implications
• Conduct problem solving and resolution in common day to day operations
• Identify process gaps and lead ongoing process and service improvements
• Manage all call, email and quality monitoring systems
• Responsible for successful hiring and onboarding new employees
• Ensures timely and accurate SAP transaction and system information is maintained, updated and readily available for team;  including standard work, auditing, knowledgebase
• Strategically utilize and develop procedures and processes to meet business objectives
• Performs advanced and diversified assignments 
• Run and analyze department reporting to ensure integrity and drive continuous improvement
• Monitor team metrics and direct corrective actions to ensure targets are achieved
• Recommend, implement, and communicate changes/solutions to systems, policies, or processes.
• Actively collaborate across departments to monitor efficiencies and direct efforts to improve cross functional processes and outcomes.
• Maintain all compliance standards for SOX, ISO, PCI, and AS9100
• Participate in SOX, ISO, PCI and AS9100 audits
• Conduct standard work auditing to ensure adherence coaching to opportunities
• Responsible for writing and delivering performance reviews and recommending pay increases

What you’ll need to be successful:

• Bachelors degree
• Strong professional verbal, written, and interpersonal communication skills
• Ability to deal with ambiguity and work autonomously
• Ability to build effective teams
• Effective time management and organizational skills
• Ability to work under pressure and make decisions autonomously
• Ability to work with all levels of the organization
• Ability to multitask, meet/exceed deadlines, and execute project ownership 
• Strong attention to detail in a highly dynamic and changing environment
• Ability to develop others through a variety of methods
• Presentation skills and ability to facilitate discussions in a large group setting
• Ability to optimize work processes by identifying and driving departmental strategic initiatives
• Ability to lead a high visibility, cross-functional project
• Self-aware of own strengths and opportunities and takes ownership of individual development 
• Ability to think critically to understand how problems impact all areas of the organization 
• Understands different learning styles and the need to adapt communication/style

#LI-Onsite

Additional Information
Workplace TypeOnsite