Customer Service Representative

Description & Requirements

The Customer Service Representative (CSR) represents the voice of the customer through the entire order fulfillment process. The CSR role at BradyPLUS is multi-dimensional and interdepartmental. The CSR is the main liaison between the customer, vendors and all internal departments to ensure good customer satisfaction while processing both Customer Service and Equipment order requests. The CSR partners with Sales Account Managers, and Vendors to work together as a team daily.

Collaboration between this role and the Sales Team is paramount to the success of BradyPLUS.

The Customer Service Representative (CSR) represents the voice of the customer through the entire order fulfillment process. The CSR role at BradyPLUS is multi-dimensional and interdepartmental. The CSR is the main liaison between the customer, vendors and all internal departments to ensure good customer satisfaction while processing both Customer Service and Equipment order requests. The CSR partners with Sales Account Managers, and Vendors to work together as a team daily.

Collaboration between this role and the Sales Team is paramount to the success of BradyPLUS.

A successful CSR can communicate clear and accurate details both in oral and written language. They are hard-working, fun-loving, have the ethic to work under fast-paced and stressful situations, and the ability to juggle multiple tasks quickly and accurately. Their thorough experience with ERP and CRM systems will make them a successful candidate for this role.

• Field sales and equipment orders via email, phone, and CRM system
• Manage order fulfillment processes
• Assist the Sales Team with inside sales tasks, including but not limited to, quoting and pricing new or repeat products and equipment
• Create and maintain all quotes through the ERP system, which includes working with vendors and 3rd parties on pricing, deviated costs, and pricing contracts.
• Act as point contact for customer communication
• Track shipments and convey updates to customers.
• Manage and resolve customer complaints, including communicating client issues to the appropriate departments and external sources, until resolution.
• Process returns for both stock and direct orders.
• Liaise with Sales, Operations, Vendors, and entire BradyPLUS team.
• Operate daily in ERP and CRM software environments
• Fulfill customer sample requests, by working with the DC and vendors.
• Other duties as assigned

• Strong reading, writing and comprehension skills
• Strong communication skills (written and oral)
• Ability to follow instructions, structure, and standard operating procedures.
• Ability to learn company processes, systems, and protocols thoroughly and accurately.
• Ability to thoroughly learn and be trained on product information through vendor trainings.
• Ability to work both independently and in a team environment.
• Ability to multitask and troubleshoot problems both quickly and accurately with multiple parties.

BradyPLUS offers competitive compensation and a comprehensive benefits package to support the health and well-being of our associates and their families. Benefit offerings include medical, dental, vision, life and disability insurance, flexible spending accounts, Employee Assistance Programs (EAP), 401(k) Retirement and more.

Imperial Brady is a leading North American distributor and solutions provider for cleaning and facility care, food service, and packaging. With more than 13,000 employees and a broad supply chain network, we deliver national scale with local expertise. Built on strong customer relationships and deep industry knowledge, we go beyond distribution—delivering Supplies + Support through expertise, service, and a commitment to making every customer touchpoint a plus.

We offer a dynamic environment for our more than 13,000 employees to work, learn, and grow professionally. We value our people and strive to create rewarding career opportunities by offering competitive salaries and benefits (medical, dental, vision), a 401(k) program with company match, life insurance, a generous paid time off package, educational reimbursement, paid family leave, and adoption assistance. We are excited to invite talented individuals with a passion for excellence to join our team.

Imperial Brady is an EEO Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history, or genetic information, political affiliation, military service, or other non-merit-based factors. Our company is a Fair Chance employer, committed to providing opportunities for qualified individuals with past justice system involvement.

We believe in assessing candidates based on their skills and experience. A conditional offer of…