Customer Service Supervisor
Brady Corporation, Milwaukee, WI, United States
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 10-15 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 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 Will Need To Be Successful:
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
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What You Will 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 Will Need To Be Successful:
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
#J-18808-Ljbffr