Customer Service Representative

Brady Corporation•Milwaukee, WI

19d

About The Position

Brady Corporation is seeking a Customer Service Representative to provide new and existing customers with the best possible service for billing inquiries, service requests, suggestions, and complaints. The role adheres 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 across a combination of disciplines.

Requirements

Ability to handle customer interactions by phone or email through resolution, including customer consultation, quotations, and order management.
Ability to develop and maintain product and process knowledge to advise customers.
Ability to identify and assess customer problems, make sound decisions, and resolve inquiries and complaints with moderate supervision.
Ability to collaborate cross-functionally and coordinate or delegate actions to resolve customer issues.
Ability to become proficient in basic trade compliance and international regulations.
Ability to use customer-service metrics and understand department, team, and individual goals.

Responsibilities

Handle customer interactions by phone or email from start to finish, including consultation, quotations, order management, and cross-functional collaboration.
Maintain working and sufficient technical knowledge of products in the division and major product lines in other divisions to advise customers.
Identify problems and relevant issues in straightforward situations, assess them using standard procedures, and make sound decisions.
Build customer relationships and use product and process knowledge to provide a strong customer experience.
Understand and contribute to company goals, missions, and philosophies as expressed by the customer service manager.
Contribute ideas, decision-making skills, and judgment to achieve objectives.
Resolve customer inquiries and complaints from multiple channels objectively and effectively, with moderate supervision.
Become proficient in basic trade compliance and international regulations to reduce the risk of non-conformance for customers and the organization.
Provide product and service information and identify application solutions to maintain revenue streams from customer relationships.
Assess customer issues and identify resources and tools to provide solutions while minimizing customer effort.
Initiate problem resolution by updating and delegating actions to teammates or leadership, then validating completion of delegated actions for open customer issues.
Drive goals through individual metrics and an understanding of department, team, and individual goals.
Initiate process improvements in collaboration with peers, inter-company departments, and leadership to exceed goals.