Customer Service Representative

Job Description

Company Overview

Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady's products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace and a variety of other industries. Brady is headquartered in Milwaukee, Wisconsin and as of July 31, 2021, employed approximately 5,700 people in its worldwide businesses. Brady's fiscal 2021 sales were approximately $1.14 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. More information is available on the Internet at www.bradyid.com.

Position Reports To: Customer Service Manager

Position Summary: Provides 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.

Essential Duties and Responsibilities:

• 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

Required Knowledge, Skills Abilities

• High school diploma or equivalent.
• Minimum one year of customer service or equivalent job related experience.
• Strong verbal and written communication skills.
• Basic computer skills and experience working with Microsoft Office (Excel and Word)
• Previous experience following standard work procedures.
• Ability to problem solve, apply critical thinking and analysis.
• Effective time management and organizational skills.
• Ability to work under pressure and to make decisions independently.
• Ability to work with all levels of the organization.
• Ability to multi-task.
• Strong attention to detail.
• Highly adaptable to a changing, fast paced environment.

Desired Knowledge, Skills Abilities

• Associates or Bachelor's degree
• Experience working with SAP