Customer Service Manager

The Customer Service Manager 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 2 direct reports and up to 50 indirect 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.

Qualifications

• 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
• 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
• 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