Customer Engagement Specialist

Brady Companies, LLC; Lithia Springs (GA); On-site; USD 52,000 - 67,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) retirement plan

Flexible spending accounts

Employee Assistance Programs

Job summary

Imperial Brady is seeking a Customer Engagement Specialist to support the sales team, manage core customer relationships, and drive growth through proactive outreach. You will handle orders, quotes, reports, and CRM activities, while collaborating with internal teams to align pricing, inventory, and customer needs.

The role emphasizes providing white-glove service, leveraging Salesforce and ERP tools, and onboarding new customers with a focus on cross-selling and retention.

Qualifications

• At least 2 years of customer service, sales support, or inside sales experience.
• Excellent verbal and written communication skills.
• Proficiency with CRM software and Microsoft Office Suite.
• Keen attention to detail and data accuracy.
• Ability to work independently and collaboratively.
• Customer-centric with a focus on delivering excellent service.

Responsibilities

• Process orders and quotes for customers and sales team.
• Manage customer inventory and backorder status as needed.
• Review and prepare reports for sales and management.
• Identify sales gaps and opportunities with customers.
• Coordinate between Sales and internal departments.
• Provide back-up support for Customer Solution Specialists.
• Act as eCommerce Super User / Live Chat support where applicable.
• Utilize ERP systems to support order processing and data accuracy.

Skills

CRM software

Communication skills

Organizational skills

Problem-solving

Independent work

E-commerce & Live Chat

Tools

Salesforce

Microsoft Office

ERP system

Job description

As a Customer Engagement Specialist, you play a pivotal role in assisting the sales team, initiating and sustaining communication with core customers, fostering deeper relationships, identifying sales opportunities to drive growth, and delivering exemplary service ("white glove" service) to core and new customers. Your mission is to seamlessly integrate with the sales team, providing essential support to enhance their effectiveness and contribute to the overall sales success of BradyPLUS.

Responsibilities Include

Sales Support

Provide administrative support to the sales team and key customers through:

• Order & Quote Processing
• Customer Inventory Management (as needed)
• Reviewing/Preparing Reports
• Customer Usage
• Margin Reports
• Backorder
• Open Orders
• At-Risk Customer
• Identifying Sales Gaps
• Customer Price and Cost Alignment
• Submit Form Requests
• Liaison between Sales and Internal Departments
• Sample Requests
• eCommerce Super User/ Live Chat Agent (where applicable)
• ERP Super User
• Manage/Create Customer Order Guides (as needed)
• Back-Up Support for Customer Solution Specialists

Customer Relationship Management

Support the sales team in developing and nurturing strong, long-term relationships with customers.

• Utilize Salesforce
• Upselling & Cross-Selling Activities
• Immediate Response to Customer Issues
• Attend Customer Meetings or Sales Rep Ride A-longs (as needed)

Engagement Strategies

Execute customer outreach strategies to enhance customer engagement and ensure their needs are met or to identify potential issues before they arise.

• Regular Cadence of Proactive Customer Outreach Activities
• Identify Customer Churn Risk
• New Customer Onboarding

Product Knowledge

Stay updated on new products and enhancements to provide accurate and current recommendations to Customers.

• Participate in Vendor Trainings and Sales Meetings to stay up to date on the latest Sales initiatives
• Notify Customers of New Products
• Additional duties or special projects as assigned.

The Ideal Candidate Will Have

• At least 2 years of Customer Service, Sales Support, or Inside Sales experience
• Excellent verbal and written communication skills
• Proficiency with CRM software and Microsoft Office Suite (Word, Excel, PowerPoint)
• Keen attention to detail and accuracy in handling data and documentation
• A proactive nature with strong problem-solving skills
• Strong organizational and multitasking abilities
• Ability to work independently and collaboratively
• Ability to use technology effectively and excel as an E-Commerce and Live Chat support to customers
• Customer-centric with a focus on delivering exceptional service.
• Ability to physically sit at a desk for long periods, operate a computer, and listen/speak clearly on the phone and in-person

Compensation & Benefits

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.

About Imperial Brady

Imperial Brady is a leading North American distributor and solutions provider for cleaning and facility care, foodservice, 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 employment will be contingent upon the successful completion of a background check, consistent with applicable federal, state, and local laws.

MASSACHUSETTS APPLICANTS: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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