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 .
The PDC business is a global leader and innovative manufacturer of identification products, access control, and patient safety solutions serving healthcare, government, education, entertainment, events, hospitality, and other business and non-profit organizations. With an unmatched breadth of identification products, distinctive quality, and service accessibility, PDC is the premier source for solutions that provide superior value and enable organizations to operate with greater efficiency, safety, and regulatory compliance.
Provide prompt and efficient service in a busy Call Center environment. Independently edits, analyzes and interprets incoming orders for a wide scope of product lines from customers, sales representatives and distributors to clarify terminology or supply missing information. Check pricing and discounts, customer information, technical specifications, and location, shipping instructions, etc. Coordinate pricing of special items with estimates. Clarify order information and/or correct discrepancies as needed. Maintain all required records regarding prices, discounts, product information, etc.
This position will be responsible for delivering customer service excellence through a wide variety of mediums, including phone, email, chat, etc. The ideal candidate must have the ability to effectively present information and respond to questions from internal and external stakeholders. Proven track record of building successful relationships with customers, internal and external, which result in increased sales and positive customer satisfaction.
Essential Duties and Responsibilities:
Individual is a subject matter expert on customer service systems, processes and procedures.
Actively participates in the customer service representative activities as needed.
Serves as a trouble shooter and recommends solutions and changes.
Fulfill requests for variety of local, state, and federal forms, quotes, special pricing, order follow up, credits, billing and expediting orders.
Supply and follow up on clarifications, delivery information, expediting, discrepancies, product design and recommendations and product complaints.
Meet order entry / order processing time within established SLA’s while meeting quality standards.
Other duties as assigned.
Required Knowledge, Skills and Abilities
Must have working knowledge of order entry software to accurately process orders and maintain ship to information.
Must have strong interpersonal skills, ability to work effectively within a team and across processes.
Experience with SAP, Freshdesk and Salesforce.com, Microsoft Office and Google Docs preferred
Must have strong system acumen and the ability to multi-task.
Documented strong written and verbal communication skills
Minimum of 3 years of experience in a contact center / customer service operation required; experience with custom product manufacturing is highly preferred.
High School diploma required, some college / associate degree preferred. Experience can be used to offset formal education requirements.
Complete insurance coverage starting on first day of employment -- medical, dental, vision, life
401(k) with company match
Vacation and Holiday pay