Customer Service Supervisor

The team is looking for a Customer Service Supervisor to join our department at our Manheim PA location. This position will be responsible for overseeing the quality and timeliness of customer interactions within the Customer Service Department, including collaborating with the Senior Manager of CS and Director of Customer Service to develop, maintain and track all relevant metrics. This position is also responsible for on-boarding new Customer Service Representatives. Working with the Training Supervisor ,this person is responsible for identifying ongoing continuation training for the Customer Service Department in the areas of process, product, and system training. In conjunction with the Director of Customer Service, the Supervisor identifies and executes continuous improvement opportunities designed to maximize efficiency while enhancing and improving the overall customer experience. Manage the customer service staff, prioritize, schedule, and delegate work assignments to ensure the timely and cost effective completion of all work and projects assigned to the department. Act as a technical resource to other departments and direct reports to address and resolve inquiries and problems. Oversee customer inquiries via phone, freshdesk . Work closely with customers, sales, marketing, and operations groups to foster positive relations with all customers, internal and external. Interpret and ensure compliance with operating policies and procedures. Assist in developing short- and long-range goals and objectives of the department. LI-EA1 Supervises and directs the daily activities of the Customer Service staff Plans, prioritizes, and assigns tasks. Manage special projects as required; prepares special and recurring reports Ensures proper staff coverage of phones and customer inquiries Provides leadership and guidance, ensures necessary resources and tools are available to staff, trains staff, monitors work, and evaluates the performance of the staff via the formal company annual and mid-year evaluation process Exemplifies the desired culture and philosophies of the organization (i.e. Brady Values and Leadership Principles) Must be a subject matter expert on all customer service systems, processes, and procedures; serves as a troubleshooter and recommends solutions and changes Work with the Director of Customer Service and other departments to develop effective processes and procedures Ensures customer satisfaction through effective written and oral communication; handles customer escalations from customer service representatives and consults with management as needed to resolve priority issues Ensures all staff are continually trained and have extensive knowledge on products, processes, systems, and procedures Responsible for implementation and tracking of all metrics relating to the department All other duties as assigned Proficient in SAP and Salesforce.com Associate degree Must have strong interpersonal skills, the ability to work effectively within a team and across processes, and possess analytical and leadership abilities to recognize areas of improvement and drive initiatives to completion 5 years related experience Who we are: When hospitals, schools, hotels, and even music festivals need to identify the people coming through their doors, they rely on PDC's expertise and solutions. As part of Brady Corporation's global portfolio of brands, PDC is a leader in identification solutions serving healthcare, government, education, entertainment and hospitality. PDC's breadth of products, from patient identification to music festival wristbands, are an integral part of Brady's identification solutions. But PDC's products and solutions are just one element of the Brady story. From the depths of the ocean to outer space, from the factory floor to the delivery room - Brady is just about everywhere you look. Companies around the world trust us 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, 2024, Brady employed approximately 5,700 people worldwide. Our fiscal 2024 sales were approximately $1.34 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. And as a member of the PDC team, you'll get to represent a company with unique brand recognition across several industries. 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. Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision Generous 401(k) with company match Paid time off and holidays Opportunity to participate in incentive programs for all full-time employees Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance Education reimbursement opportunities Scholarship program for children of Brady employees A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management) Dress-for-your-day dress code Charitable contributions matched through Brady's Matching Gift program