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:

• Handling 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.
• Maintaining a working knowledge and sufficient technical knowledge for all products of the division, and major product lines for other divisions to properly advise customers.
• Identifying the problem and all relevant issues in straightforward situations, assessing each using standard procedures, and making sound decisions.
• Developing relationships with customers and using product and process knowledge to provide an unrivaled customer experience.
• Understanding and contributing to company goals, missions, and philosophies as expressed by the customer service manager.
• Contributing ideas, decision-making skills and good judgment to achieve objectives.
• Objectively resolving customer inquiries and complaints from multiple channels effectively with moderate supervision.
• Becoming proficient in basic Trade Compliance and International Regulations to reduce risk of non-conformance for both the customer and organization.
• Providing customers product and service information and identifying application solutions to maintain revenue streams from customer relationships.
• Assessing customer issues and identifying resources and tools in order to provide solid solutions with an emphasis on minimizing customer effort.
• Identifying and initiating problem resolution by updating and delegating actions to teammates or leadership and validating completion of delegated actions for all open customer issues.
• Being accountable to drive goals through individual metrics and a strong understanding of department, team, and individual goals.
• Initiating process improvement through collaboration with peers, inter-company departments, and leadership to exceed goals.