Customer Solutions Representative

Brady Companies, LLC; Oklahoma City (OK); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) Retirement plan

Job summary

Imperial Brady is seeking a customer-focused team member to engage with customers, manage orders, and resolve issues across phone, email, and on-site channels. The role emphasizes accuracy, CRM proficiency, and proactive problem-solving to ensure exceptional service and repeat business.

You will handle order processing, returns, eCommerce setup, and coordination with Sales and Customer Success to maintain a positive customer journey. Previous CSR experience strongly preferred.

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.
• Strong organizational and time management skills.
• Ability to work independently and collaboratively.
• Customer-centric with a focus on delivering exceptional service.

Responsibilities

• Interact with customers via phone, fax, email, and will call to manage orders and ensure fulfillment.
• Answer calls quickly (within two rings) and process returns.
• Assist walk-in customers where applicable and set up eCommerce orders.
• Maintain shared team mailbox and ensure 2-hour email response times.
• Manage customer credit card information and ship-to/delivery notes.
• Collaborate with Sales and Customer Success teams for a seamless experience.
• Proactively respond to delivery issues and follow up on resolutions.

Skills

Customer Service

Verbal & Written Communication

CRM Software

Attention to Detail

Problem-Solving

Time Management

Tools

CRM software

Job description

Responsibilities Include:

• Customer Orders & Interaction: Engage with customers through various communication channels (phone, fax, email and will call) to manage orders, understand their needs and ensure seamless order fulfillment. Key orders daily and resolve issues quickly and precisely.
• Calls answered within 2 Rings
• Process Returns
• Assist Walk-in Customers (where applicable)
• eCommerce Set-Up
• 2 hour or Less Email Response Times
• Management of Shared Team Mailbox
• Open & Close Cash Drawer (P21)
• Customer Relationship Management: 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
• Customer & Ship-To Maintenance
• Customer/Delivery Note Maintenance
• Customer Growth Initiatives: (will be covered in following section)
• 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.
• Other Duties as Assigned

Customer Growth Initiatives:

• 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.

The Ideal Candidate Will Have:

• At least 1 year of Customer Service experience
• Excellent verbal and written communication skills that portray professionalism and strong interpersonal 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
• 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:

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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