Customer Solutions Representative

Imperial Brady; Kent (WA); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) Retirement plan

Paid time off

Job summary

Imperial Brady is seeking a Customer Solutions Representative to manage orders, resolve issues, and engage in cross-selling initiatives. You will partner with customers to understand needs and ensure a positive BradyPLUS experience.

The role requires strong communication, CRM proficiency, and a customer-centric mindset. Shift is Monday–Friday, 8:00am–5:00pm with a comprehensive benefits package.

Qualifications

• At least 1 year of customer service experience.
• Excellent verbal and written communication skills.
• 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.
• Ability to work independently and collaboratively.
• Customer-centric with a focus on delivering exceptional service.
• Ability to sit at a desk for long periods, listen and speak clearly on phone and in-person.

Responsibilities

• Engage with customers through multiple channels to manage orders and resolve issues.
• Ensure timely responses to emails and phone inquiries.
• Process returns promptly.
• Assist walk-in customers where applicable.
• Set up ecommerce processes.
• Manage shared team mailbox.
• Open and close cash drawer.
• Build and maintain positive customer relationships to increase loyalty and repeat business.
• Respond immediately to customer issues and follow up on delivery problems.
• Maintain customer and ship-to addresses and delivery notes.
• Cross-sell and upsell to complement original purchases.
• Maintain knowledge of products and promotions to recommend best solutions.
• Collaborate with Customer Success and Sales teams for a seamless experience.
• Perform additional duties or special projects as assigned.

Skills

Customer service

Communication skills

Proactive problem-solving

Attention to detail

Independence

Team collaboration

Customer-centric

Tools

CRM software

Job description

Description & Requirements

As a Customer Solutions Representative you will manage and process customer orders, identify and resolve order issues and engage in strategic cross-selling or upselling initiatives. You will play a key role in working closely with customers to meet their needs, understand challenges and ensure they have a successful and positive experience with BradyPLUS.

Job Description

Description & Requirements

As a Customer Solutions Representative you will manage and process customer orders, identify and resolve order issues and engage in strategic cross-selling or upselling initiatives. You will play a key role in working closely with customers to meet their needs, understand challenges and ensure they have a successful and positive experience with BradyPLUS.

Shift

Monday - Friday, 8:00am - 5:00pm

Responsibilities Include

• You must have the ability to engage with customers through various communication channels to manage orders. Ability to understand the customers' needs and ensure seamless order fulfillment. Key orders daily and resolve issues quickly and precisely.
• Ensure timely responses to emails and phone calls answered promptly.
• Timely Process of Returns
• Assist Walk-in Customers (where applicable)
• eCommerce Set-Up
• Management of Shared Team Mailbox
• Open & Close Cash Drawer (P21)
• Support with building and maintaining positive relationships with customers to increase loyalty and repeat business.
• Immediate Response to Customer Issues
• Follow-Up on Delivery Issues
• Store Customer Credit Card Information
• Maintain Customer & Ship-To Addresses
• Maintain Customer/Delivery Note
• Cross-Selling - Identify opportunities to offer additional products or services that complement the customer’s original purchase, increasing overall sales and customer satisfaction.
• Upselling - Identify opportunities to persuade customers to upgrade to higher-value products or services that better meet their needs, emphasizing the benefits and added value.
• Product Knowledge: Cultivate and maintain a deep understanding of the company’s products, services, and promotions to effectively recommend the best solutions to customers.
• Cross-Functional Collaboration: Partner closely with all Customer Success and Sales team members to ensure a seamless customer experience and support BradyPLUS in reaching its goals.
• Additional duties or special projects as assigned.

The Ideal Candidate Will Have

• At least 1 year of Customer Service experience
• Excellent verbal and written communication skills
• 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
• 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 and in-person

Compensation & Benefits

The pay range for this role is $19.00- $25.00 per 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.

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