Sr Cust Exp Specialist

Job Description

What we need

Brady is seeking a Sr Customer Experience Specialist to provide advanced customer support and serve as a key point of contact for customers requiring repairs, spare parts, technical service coordination, and order management support.

In this role, you will work closely with customers, sales teams, service centers, and cross-functional business partners to ensure timely resolution of inquiries, efficient case management, and a seamless customer experience. The ideal candidate combines strong customer service skills with attention to detail, process discipline, and a passion for continuous improvement.

Rotational shifts (Monday-Friday):
• 14:00 - 22:30
• 15:00 - 23:30

What you'll be doing

• Serve as a primary point of contact for customer inquiries related to repairs, spare parts, service requests, and order management activities.
• Manage customer cases from initial request through resolution while ensuring a positive customer experience.
• Process and issue Return Material Authorizations (RMAs) in accordance with company policies and procedures.
• Support customer interactions through phone, email, online portals, and case management systems.
• Coordinate with Sales, Service Centers, Supply Chain, and other internal teams to resolve customer requests and escalations.
• Monitor and expedite service requests, repairs, notifications, and orders to ensure timely completion.
• Maintain accurate customer records and case documentation within CRM and ERP systems.
• Identify and escalate complex customer concerns when appropriate.
• Support achievement of customer service metrics, response times, and operational goals.
• Participate in continuous improvement initiatives and contribute ideas that enhance customer service processes and operational efficiency.
• Share customer feedback and trends with relevant stakeholders to support business improvements.
• Provide support across the team as needed and contribute to a collaborative working environment.

How Brady will support your success

• Comprehensive onboarding and training programs.
• Opportunities to collaborate with global teams and business partners.
• Exposure to customer experience, service operations, and business improvement initiatives.
• Ongoing professional development and learning opportunities.
• Supportive and collaborative team environment.
• Opportunities to grow within a global organization committed to innovation and operational excellence.

Qualifications

What you'll need to be successful

Required Qualifications

• University degree or equivalent combination of education and experience.
• Minimum 2 years of experience in Customer Service, Customer Support, Order Management, Technical Support, or a related field.
• Experience working with CRM and ERP systems.
• Strong customer service and problem-solving skills.
• Proficiency in Microsoft Office applications, including Excel, Outlook, Word, and PowerPoint.
• Strong verbal and written communication skills in English.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to accuracy.

Preferred Qualifications

• Experience working with SAP, Salesforce (SFDC), or similar business systems.
• Experience supporting repairs, return processes, service operations, or technical support activities.
• Knowledge of customer case management and knowledge management best practices.
• Experience working in a shared service or global business environment.
• Continuous improvement mindset with experience supporting process enhancement initiatives.

Benefits

• Complete insurance coverage starting on first day of employment – medical, dental, vision, life
• 401(k) with company match

Additional Information

All your information will be kept confidential according to EEO guidelines.