Customer Service Representative

Customer Service Representative

Brady Corporation is seeking a Customer Service Representative that will provide new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints while adhering to SOX and ISO requirements to drive a best-in-class customer experience. Responsibilities are within the Customer Support / Operations Function as a generalist or in a combination of disciplines.

Responsibilities include:

• Handles each customer interaction, whether phone or email, from start to finish including customer consultation, quotation, order management, and cross-functional collaboration to ensure complete customer satisfaction.
• Through training and other learning opportunities, maintain a working knowledge and sufficient technical knowledge for all products of the division, and major product lines for other divisions to properly advise customers.
• Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures, and makes sound decisions.
• Develops relationships with customers and uses product and process knowledge to provide an unrivaled customer experience.
• Understands and contributes to company goals, missions, and philosophies as expressed by the customer service manager.
• Contributes ideas, decision-making skills and good judgment to achieve objectives.
• Objectively resolves customer inquiries and complaints from multiple channels effectively with moderate supervision.
• Customer Support Representative must become proficient in basic Trade Compliance and International Regulations to reduce risk of non-conformance for both the customer and organization.
• Provides customers product and service information and identifies application solutions to maintain revenue streams from customer relationships.
• Assess customer issues and identify resources and tools in order to provide solid solutions with an emphasis on minimizing customer effort.
• Identifies and initiates problem resolution by updating and delegating actions to teammates or leadership and validating completion of delegated actions for all open customer issues.
• Accountable to drive goals through individual metrics and a strong understanding of department, team, and individual goals.
• Initiates process improvement through collaboration with peers, inter-company departments, and leadership to exceed goals.