What We Need: The Senior Manager, Customer Service, is responsible for leading and managing the customer service department to ensure the highest level of customer satisfaction. This role involves developing and implementing strategies to improve customer service operations, managing a team of customer service supervisors and representatives, and driving continuous improvement in customer service processes. The ideal candidate will have a strong leadership background, experience in customer service, and a proven track record of enhancing customer experiences. What You'll Be Doing: + Leadership & Team Management: + Lead and manage a team of customer service reps and supervisors, providing guidance, support, and professional development. + Foster a positive and productive work environment that promotes teamwork, accountability, and excellence in customer service. + Strategic Planning & Execution: + Develop and implement customer service strategies aligned with company goals to enhance customer satisfaction and loyalty. + Identify opportunities for process improvements and implement solutions to increase efficiency and effectiveness in customer service operations. + Performance Management: + Collaborate to establish and monitor key performance indicators (KPIs) to evaluate the effectiveness of customer service teams and individual performance. + Conduct regular performance reviews, provide feedback, and implement action plans for continuous improvement. + Customer Experience Enhancement: + Oversee the development and implementation of initiatives aimed at improving the overall customer experience across all channels. + Analyze customer feedback and complaints to identify trends and areas for improvement, ensuring prompt and effective resolution of issues. + Resource Management: + Optimize staffing levels and scheduling to meet fluctuating demand while maintaining a high level of service. + Cross-Functional Collaboration: + Collaborate with other departments, including Sales, Marketing, and Product Development, to ensure a seamless customer experience. + Serve as the voice of the customer in cross-functional meetings, ensuring that customer needs and expectations are considered in decision-making. + Technology & Tools Management: + Evaluate and implement customer service technologies, such as FreshDesk, Nice InContact, SF.com, to enhance service delivery. + Ensure that customer service teams are fully trained on the use of these technologies and that they are used effectively #LI-EA1 What You Will Need To Be Successful: + Experience & Education: 5+ years of related experience in customer service management or operations; Bachelor’s degree preferred. + Technical Proficiency: Advanced skills in SAP, Salesforce.com, and NICE to oversee complex customer data and streamline service workflows. + Strategic Initiative Leadership: Proven analytical ability to recognize areas for improvement. + Collaborative Leadership: Strong interpersonal skills with the ability to work effectively across departments and lead teams through policy transitions. About Us: 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, 2025, Brady employed approximately 6,400 people in our worldwide businesses. Our fiscal 2025 sales were approximately $1.51 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. 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