What We Need:
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.
What You'll Be Doing:
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
What You Will Need To Be Successful:
Bachelor's degree or equivalent experience preferred
Ability to build effective teams and develop others
Exceptional professional verbal, written, and interpersonal communication skills; as well as attention to detail in a highly dynamic and changing environment
Ability to work autonomously and thrive in a positive change environment
Ability to manage your and your team's time and work under pressure while making decisions autonomously
Ability to partner with all levels of the organization
Ability to multitask, meet/exceed deadlines, and execute project ownership
Proficiency to present and 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
Proficiency of critical thinking regarding how problems impact all areas of the organization
Ability to adapt teaching, feedback, and communication styles to differing audiences.
Desired Knowledge, Skills & Abilities
Two years of demonstrated leadership with project teams or direct reports
Driving results through team metric performance
Knowledge of continuous improvement methods
Success driving process improvement and documentation
SAP experience ×
About Us: Who we are: Gravotech has been a global leader in direct part marking and laser engraving since 1938. Gravotech machines are used by more than 60,000 customers around the world, from large consumer brands and industrial manufactures to professional engravers and small retail customers alike. In 2024, Gravotech joined Brady Corporation's global portfolio of brands. Brady is a global leader in safety, identification and compliance solutions for a diverse range of workplaces. 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 Brady because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities. Gravotech products help enable Brady's full range of industrial identification solutions in industries around the world. 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 Gravotech 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.
Our Benefits:
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
