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Senior Customer Service Representative
2 months ago
Who we are: Brady makes products that make the world a safer and more productive place. We are 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 - we’re 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. We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2023, Brady employed approximately 5,600 people worldwide. Our fiscal 2023 sales were approximately $1.33 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. 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. What We Need: Brady is seeking a Senior Customer Care Representative who will act as a liaison, provide information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. As such, the Senior Customer Care representative manages general support inquiries for external and internal stakeholders, can assist with questions regarding products/services and billing procedures to customers, helping customers in completing forms and gathering/recording any information needed for the proper transaction. What You’ll Be Doing: Provide prompt and efficient service in a busy contact center environment. Responsible for administering all customer service inquiries via phone/email/fax for external and internal partners, including but not limited to: New orders Quotes/samples Pricing discrepancies Order status and tracking Completion of local, state and federal forms Credit/return requests Billing concerns Identify customer needs and provide personalized service to ensure positive and meaningful outcomes; engage more knowledgeable team members/supervisors as needed. Locate/research information using multiple systems/technologies. Coordinate with cross-functional departments to obtain and/or provide necessary information to resolve issues. Document customer inquiries and associated actions; follow-up on outstanding items in a timely manner. Learn and maintain a basic understanding of products, procedures, and systems. Achieve department metrics and expectations as outlined. Participate in a team-based environment to achieve department goals. May assist in orienting and training new employees. Maintain and update computerized customer records. Supply and follow up on clarifications, delivery information, expediting, discrepancies, product design and recommendations and product complaints. All other duties as assigned based on business needs. What You’ll Need To Be Successful: Associate’s degree in a business field or equivalent experience. Two years of contact center or customer service experience. Must have working knowledge of order entry software. Previous experience with Windows and email software necessary. Ability to read, analyze and interpret general business information and technical procedures. Able to work independently and as part of a team. Demonstrated ability to communicate in a professional manner, orally and in writing. Strong time management skills and the ability to organize and coordinate multiple requests at once. Experience using Google Suite. Previous SAP experience. Benefits: Complete insurance coverage starting on first day of employment – medical, dental, vision, life. 401(k) with company match. Tuition reimbursement. Bonus opportunity. Vacation and Holiday pay. #J-18808-Ljbffr
