Customer Service Lead

BradyPLUS•Ontario, CA

About The Position

Imperial Brady is seeking a Customer Success Lead to assist the Area Customer Success Manager with day-to-day Customer Success activities at a designated site. The role helps ensure Customer Success goals and standards are met or exceeded, supports the Sales Team, and builds and maintains relationships with core and new customers to identify sales opportunities and deliver exemplary service. The position provides operational and administrative support to the Sales Team and customers, guides and backs up Customer Success Team Members, and supports associate training and development. It also processes orders and quotes, prepares and reviews customer and operational reports, manages customer order guides and sample requests, monitors goals and KPIs, and carries out customer outreach strategies. The role works with the Area Customer Success Manager and stakeholders across Sales, eCommerce, Procurement, and Finance to provide a seamless customer experience. Other duties may be assigned by the supervisor. The role pays $30.00 per hour. Imperial Brady describes itself as a North American distributor and solutions provider for cleaning and facility care, foodservice, and packaging, with more than 13,000 employees.

Requirements

High school diploma or equivalent.
At least 3 years of experience in customer service, sales support, or inside sales.
Excellent verbal and written communication skills, professionalism, and strong interpersonal skills.
Proficiency with Microsoft Office Suite.
Proficiency with CRM software and other customer support tools.
Strong attention to detail and accuracy in handling data and documentation.
Proactive approach and strong problem-solving skills.
Strong organizational and time-management skills.
Ability to work independently and collaboratively.
Customer-centric approach focused on exceptional service.
Ability to sit at a desk for extended periods, operate a computer, and listen and speak clearly on the phone.

Nice To Haves

Some college is preferred.

Responsibilities

Oversee day-to-day operations and provide administrative support to the Sales Team and core customers.
Provide guidance to Customer Success Team Members.
Process orders and quotes.
Review and prepare reports, including customer usage, margin, backorder, and open-order reports.
Manage and create customer order guides.
Handle sample requests.
Serve as a liaison between Sales and internal departments.
Provide backup support for Customer Success Team Members.
Assist with associate training and development to support performance and engagement.
Monitor goals and KPIs to ensure targets are exceeded.
Execute customer outreach strategies to improve engagement, meet customer needs, and identify potential issues early.
Work with the Area Customer Success Manager and stakeholders in Sales, eCommerce, Procurement, and Finance to ensure a seamless customer experience.
Perform other duties as assigned by the supervisor.