Customer Service Supervisor

As Brady grows our presence in the Atlanta area, we are looking for an accomplished Customer Service Supervisor to help build our burgeoning customer service team at our Duluth, GA facility! As our Customer Service Supervisor, you will direct and enable your team to execute reliable and consistent support to meet customer needs, achieve business and team objectives, and attain goals and forecasts.  You will also manage individual team member performance and professional development of your direct reports including coaching, development, performance and progressive disciplinary actions as needed.  You will be responsible for providing leadership, driving continuous improvement, maintaining standards and delivering a best in class customer experience.  And finally, you will uphold organizational policies and procedures and set general direction for your team by creating and encouraging a work environment that is consistent with Brady values and competencies.

• Oversee the performance, development and attainment of all KPI results for a team of up to 25 representatives
• Understand customer needs and expectations to enable support and mitigate challenges
• Manage all call, email and quality monitoring systems
• 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
• Responsible for successful hiring and onboarding new employees
• Ensure 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
• Run and analyze department reporting to ensure integrity and drive continuous improvement by monitoring 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