Cust Exp Professional

Job Description

What we need

Brady is seeking a Customer Support Specialist to serve as the primary point of contact for an assigned portfolio of customers and support the successful execution of the Order-to-Cash (OTC) process.

In this role, you will work closely with Sales, Supply Chain, Logistics, Finance, and other cross-functional teams to ensure accurate order processing, proactive customer communication, efficient backlog management, and timely resolution of customer inquiries and claims.

The ideal candidate is customer-focused, detail-oriented, and skilled at building relationships while driving operational excellence and continuous improvement.

What you'll be doing

• Serve as the primary contact for assigned customer accounts, providing timely and professional customer support.
• Manage customer orders from entry through fulfillment, ensuring accuracy and compliance with established processes and service levels.
• Maintain customer master data and support customer onboarding and account updates.
• Proactively communicate order status, product availability, delivery timelines, and potential delays to customers.
• Collaborate with Sales, Supply Chain, Logistics, Transportation, and Finance teams to resolve order-related issues and support customer requirements.
• Monitor and manage open orders and backlog activities to help meet customer expectations and business objectives.
• Investigate and resolve customer claims, returns, shipment issues, and invoice disputes in partnership with internal stakeholders.
• Support continuous improvement initiatives, process documentation, and operational excellence activities.
• Participate in cross-functional projects and contribute to process enhancements that improve customer experience and business performance.

How Brady will support your success

• Comprehensive onboarding and training programs.
• Opportunities to work with global teams and business partners.
• Ongoing professional development and learning opportunities.
• Exposure to a variety of business processes and customer support functions.
• Supportive and collaborative team environment.

Qualifications

What you'll need to be successful:

Required Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Minimum 3 years of experience in Customer Service, Customer Support, Order Management, or a related field.
• Professional proficiency in written and spoken English.
• Experience working with ERP and CRM systems.
• Strong Microsoft Office skills, including Excel, Outlook, Word, and PowerPoint.
• Strong organizational, problem-solving, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong customer focus and commitment to delivering excellent service.

Preferred Qualifications

• Additional European language skills.
• Experience with SAP, Salesforce (SFDC), or similar business systems.
• Knowledge of Order-to-Cash (OTC) processes.
• Experience supporting continuous improvement initiatives, Lean, or Six Sigma methodologies.
• Experience working in a global or multi-cultural business environment.
• Understanding of customer claims, dispute resolution, and order fulfillment processes.

Benefits

• Complete insurance coverage starting on first day of employment – medical, dental, vision, life
• 401(k) with company match
• Tuition reimbursement
• Bonus opportunity
• Vacation and holiday pay

Additional Information

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