Customer Service Supervisor

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 Will Be Doing:Responsible for team performance, development and attainment of all KPI resultsUnderstand customer needs and expectations to enable support and mitigate challengesAdapt plans and priorities to address resource and operational challengesEnsure customer follow up and resolution to inquiries and challengesProactively prevent issues anticipating concerns and identifying broader implicationsConduct problem solving and resolution in common day to day operationsIdentify process gaps and lead ongoing process and service improvementsManage all call, email and quality monitoring systemsResponsible for successful hiring and onboarding new employeesEnsures timely and accurate SAP transaction and system information is maintained, updated and readily available for team; including standard work, auditing, knowledgebaseStrategically utilize and develop procedures and processes to meet business objectivesPerforms advanced and diversified assignmentsRun and analyze department reporting to ensure integrity and drive continuous improvementMonitor team metrics and direct corrective actions to ensure targets are achievedRecommend, 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 AS9100Participate in SOX, ISO, PCI and AS9100 auditsConduct standard work auditing to ensure adherence coaching to opportunitiesResponsible for writing and delivering performance reviews and recommending pay increasesWhat You Will Need To Be Successful:Bachelors degreeStrong professional verbal, written, and interpersonal communication skillsAbility to deal with ambiguity and work autonomouslyAbility to build effective teamsEffective time management and organizational skillsAbility to work under pressure and make decisions autonomouslyAbility to work with all levels of the organizationAbility to multitask, meet/exceed deadlines, and execute project ownershipStrong attention to detail in a highly dynamic and changing environmentAbility to develop others through a variety of methodsPresentation skills and ability to facilitate discussions in a large group settingAbility to optimize work processes by identifying and driving departmental strategic initiativesAbility to lead a high visibility, cross-functional projectSelf-aware of own strengths and opportunities and takes ownership of individual developmentAbility to think critically to understand how problems impact all areas of the organizationUnderstands different learning styles and the need to adapt communication/style