Sr. Customer Service Representative

Brady is seeking a Senior Customer Service Representative will act as a liaison, provide information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency As such the Senior Customer Service Representative manages general support inquiries for external and internal stakeholders, can assist with questions regarding products/services and billing procedures to customers, helping customers in completing forms and gathering/recording any information needed for the proper transaction.

Qualifications

• Provide prompt and efficient service in a busy contact center environment.
• Responsible for administering all customer service inquiries via phone/email/fax  for external and internal partners, including but not limited to:
• New orders
• Quotes/samples
• Pricing discrepancies
• Order status and tracking
• Completion of local, state and federal forms
• Credit/return requests
• Billing concerns
• Identify customer needs and provide personalized service to ensure positive and meaningful outcomes; engage more knowledgeable team members / supervisors as needed.
• Locate/research information using multiple systems/technologies.
• Coordinate with cross-functional departments to obtain and/or provide necessary information to resolve issues.
• Document customer inquiries and associated actions; follow-up on outstanding items in a timely manner.
• Learn and maintain a basic understanding of products, procedures, and systems
• Achieve department metrics and expectations as outlined
• Participate in a team based environment to achieve department goals.
• May assist in orienting and training new employees
• Maintain and update computerized customer records.
• Supply and follow up on clarifications, delivery information, expediting, discrepancies, product design and recommendations and product complaints.
• All other duties as assigned based on business needs

 

#LI-EA1