Sr. Customer Service Representative

Senior Customer Service Representative

Brady is seeking a Senior Customer Service Representative who 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.

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

What You Will Need To Be Successful :

Associate's degree in a business field or equivalent experience

Two years of contact center or customer service experience

Must have working knowledge of order entry software. Previous experience with Windows and email software necessary

Ability to read, analyze and interpret general business information and technical procedures.

Able to work independently and as part of a team

Demonstrated ability to communicate in a professional manner, orally and in writing

Strong time management skills and the ability to organize and coordinate multiple requests at once

Experience using Google Suite

Previous SAP experience

About Us : When hospitals, schools, hotels, and even music festivals need to identify the people coming through their doors, they rely on PDC's expertise and solutions. As part of Brady Corporation's global portfolio of brands, PDC is a leader in identification solutions serving healthcare, government, education, entertainment and hospitality. PDC's breadth of products, from patient identification to music festival wristbands, are an integral part of Brady's identification solutions. But PDC's products and solutions are just one element of the Brady story. From the depths of the ocean to outer space, from the factory floor to the delivery room - Brady is just about everywhere you look. Companies around the world trust us because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities. We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2025, Brady employed approximately 6,400 people in our worldwide businesses. Our fiscal 2025 sales were approximately $1.51 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com.

Our Benefits :

Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision

Generous 401(k) with company match

Paid time off and holidays

Opportunity to participate in incentive programs for all full-time employees

Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance

Education reimbursement opportunities

Scholarship program for children of Brady employees

A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities

Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management)

Dress-for-your-day dress code

Charitable contributions matched through Brady's Matching Gift program