Brady Plus

Lead Customer Service Representative 

We are searching for a Lead Customer Service Representative to join our growing team. This role is responsible for overseeing day to day customer service support, including showroom activities, order entry, customer call handling, POS and first-level escalations.Maximizes resources to ensure that all customers are handled expediently, courteously & expeditiously. Maintain records of performance of functions and staff.  Insures cross training of all functions with staff. Balances workload to achieve maximum efficiency.   

Responsibilities Include:  

• Perform all duties of a customer service rep including servicing and selling to customers promptly and efficiently following all company policies and guidelines.
• Display merchandise in most appealing manner.  Ensure that the showroom inventory is restocked and rotated on a timely basis and ensure that all customers visiting the showroom receive prompt and courteous service.
• Ensure all incoming phone calls are served promptly and in a courteous manner.
• Ensures that staff is trained and stays current on product pricing policies, order processing procedures, and web@work.
• Insure employees treat each customer and each customer's problem with respect, promptness and courtesy.
• Proactively develop ideas that will lead to providing better customer service to our internal or external customers. Make recommendations for potential process improvements, guidelines for objection handling, and metrics for productivity and accuracy measurement to manager for consideration.
• Ensure all proper procedures are followed through by staff.  Provide guidance and direction to employees in the interpretation and administration of customer service policies and procedures.
• Reports on all lead activity, including which leads result in new business.
• Responsible for assisting with resolution to customers' questions and/or complaints.
• Responsible for the fax machine maintenance, repair and supply ordering.
• Assist with coordination of vendor training for customer service/purchasing/warehouse personnel.
• Responsible for ensuring the prompt entry of all sales orders, including purchase orders and faxed orders.
• Responsible for ensuring that credit holds are reviewed and released according to policy on a daily basis.
• Ensure proper staffing on a daily basis to ensure adequate coverage.  Make changes to lunch and break schedules as needed.
• Assist with training schedule for new customer service employees.
• Assist and manage team time and attendance request and approvals.
• 1^st line approval of credits and price change/overrides.
• Ensure that the Customer Service area is maintained in a clean and orderly fashion.
• Represent customer service at selected sales & vendor meetings.
• Balance workload for orders, administrative tasks, and training, and assign resources to special projects.
• Assist Manager with administrative tasks & projects (may include confidential information).
• Attend safety meetings as department representative.
• Other duties as assigned

The ideal candidate will have:  

• Must be able to move regularly throughout both office and warehouse environments, including walking, standing, and navigating between workstations and storage areas.
• Requires the ability to sit at a desk for extended periods while performing computer-based work, including data entry, order processing, and customer communication.
• Frequent use of hands and fingers to operate a computer keyboard, mouse, phone, and standard office equipment such as printers and scanners.
• Visual acuity is necessary for reading detailed reports, monitoring email and system dashboards, and reviewing shipping and inventory documents.
• Must be able to lift and carry items up to 25 pounds occasionally, such as files, product samples, or supply boxes.
• Must be able to communicate effectively in person, over the phone, or intercom.
• May need to alternate between sitting, standing, and walking based on the demands of the day.
• Comfortable working in a warehouse environment with varying noise levels and temperatures

• Ability to pass job-related employment screenings

Compensation & Benefits: 

The pay range for this role is $54k- $58k per year. 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 BradyPLUS: 

BradyPLUS is a leading national distributor of solutions for JanSan, Foodservice and Industrial Packaging. We deliver the right SUPPLIES + SUPPORT to ensure businesses are more successful every day. We offer premium brands, expert advice, and exceptional customer experience. Our 6,000 associates across 180+ locations have a passion for delivering innovative solutions for the business challenges of today and tomorrow. Together, we serve thousands of customers nationwide in end markets including education, government, healthcare, hospitality, restaurants, building services, food packaging & processing, and grocery.  We strive to be the best employer we can. We value people, we embrace change, and we reach higher. Join us and see what the BUZZ is about! To learn more visit us at www.BradyPLUS.com.  

BradyPLUS is an Equal Opportunity Employer. This means that all qualified applicants will receive consideration for employment without regard to race, marital status or civil union status, sex, age, color, religion, national origin, veteran status, mental or physical disability, sexual orientation, gender identity and/or any other characteristic protected by law. We also provide reasonable accommodation for applicants and employees with disabilities.