Customer Service Lead

BradyPLUS; Ontario (CA); On-site; USD 34,000 - 49,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Flexible spending accounts

Employee Assistance Program

Job summary

Imperial Brady is seeking a Customer Success Lead to support the Area Customer Success Manager and oversee daily CS activities at a designated site. You will drive customer engagement, identify sales opportunities, and ensure high-level service for core and new customers.

You will guide CS team members, process orders and quotes, review reports, and coordinate with Sales, eCommerce, Procurement, and Finance to deliver a seamless customer experience.

Qualifications

• Minimum 3 years of Customer Service, Sales Support, or Inside Sales experience.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office and CRM tools.
• Detail-oriented with strong data handling.
• Proactive with strong problem-solving ability.
• Able to work independently and collaboratively.

Responsibilities

• Oversee day-to-day operations and provide administrative support to Sales Team and core customers.
• Provide guidance for Customer Success Team Members.
• Order & Quote Processing.
• Review/Prepare reports such as Customer Usage, Margin Reports, Backorder, Open Orders.
• Manage/Create Customer Order Guides.
• Handle Sample Requests.
• Liaison between Sales and Internal Departments.
• Back-Up Support for Customer Success Team Members.
• Assist with training and development of associates to ensure high performance.
• Monitor goals and KPIs to exceed targets.
• Execute customer outreach strategies to enhance engagement and identify issues.
• Collaborate with Area CSM and stakeholders (Sales, eCommerce, Procurement, Finance).
• Other duties as assigned by supervisor.

Skills

Customer service

Sales support

Communication

Problem solving

Organizational skills

Independent & collaborative work

Customer-centric

Desk-bound endurance

Education

High School diploma or equivalent, some college preferred

Tools

Microsoft Office Suite

CRM software

Job description

Description & Requirements

We are in search of a Customer Success Lead to join our growing team. You will be responsible for assisting the Area Customer Success Manager by overseeing the day-to-day Customer Success activities within a designated site. Your role is to ensure Customer Success goals and standards are met or exceeded. You will assist the Sales Team by initiating and sustaining communication with core customers, fostering deeper relationships, identifying sales opportunities to drive growth, and delivering exemplary service to core and new customers.

Job Description

We are in search of a Customer Success Lead to join our growing team. You will be responsible for assisting the Area Customer Success Manager by overseeing the day-to-day Customer Success activities within a designated site. Your role is to ensure Customer Success goals and standards are met or exceeded. You will assist the Sales Team by initiating and sustaining communication with core customers, fostering deeper relationships, identifying sales opportunities to drive growth, and delivering exemplary service to core and new customers.

Responsibilities Include

• Oversee the day-to-day operations and provide administrative support to the Sales Team and core customers.
• Provide guidance for Customer Success Team Members
• Order & Quote Processing
• Review/Prepare Reports such as Customer Usage, Margin Reports, Backorder, Open Orders
• Manage/Create Customer Order Guides
• Sample Requests
• Liaison between Sales and Internal Departments
• Back-Up Support for Customer Success Team Members
• Assist with training and development of associates to ensure high levels of performance and engagement
• Monitor goals and KPIs to ensure targets are exceeded
• Execute customer outreach strategies to enhance customer engagement and ensure their needs are met or to identify potential issues before they arise.
• Work closely with the Area Customer Success Manager and other key stakeholders such as Sales, eCommerce, Procurement, and Finance to ensure a seamless customer experience.
• Other duties as assigned by supervisor.

The Ideal Candidate Will Have

• High School diploma or equivalent, some college preferred.
• At least 3 years of Customer Service, Sales Support, or Inside Sales experience
• Excellent verbal and written communication skills that portray professionalism and strong interpersonal skills
• Proficiency with Microsoft Office Suite
• Proficiency with CRM software and other customer support tools
• Keen attention to detail and accuracy in handling data and documentation
• A proactive nature with strong problem-solving skills
• Strong organizational and time management skills
• Ability to work independently and collaboratively
• 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

Compensation & Benefits

The pay range for this role is $30.00/hour. This range represents what the company reasonably expects to pay an associate for this role based on current market data, internal equity, and other business factors. The actual compensation offered may vary depending on factors such as relevant experience, qualifications, geographic location, and other considerations. In addition to base pay, BradyPLUS offers 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.