Senior Customer Experience Specialist

Job Description

What we need

Brady is seeking a Senior Customer Experience Specialist to support the successful execution of the Order-to-Cash (OTC) process while delivering exceptional customer experience across assigned customer accounts.

In this role, you will serve as a subject matter expert and key point of contact for customer order management, backlog oversight, claims resolution, process improvement initiatives, and digital transformation activities. You will collaborate closely with Sales, Supply Chain, Logistics, Finance, and Customer Experience teams to ensure efficient operations and high levels of customer satisfaction.

The ideal candidate is customer-focused, detail-oriented, and passionate about driving operational excellence while supporting business growth and continuous improvement.

What you'll be doing

• Serve as a primary point of contact for assigned customers, providing timely and professional support throughout the customer’s lifecycle.
• Manage and process customer orders, ensuring accuracy, quality, and compliance with established service levels.
• Maintain customer master data and support customer onboarding and account maintenance activities.
• Proactively communicate order status, delivery updates, potential delays, and resolution plans to customers.
• Partner with Sales, Supply Chain, Logistics, Transportation, and Finance teams to resolve customer issues and support business objectives.
• Monitor and manage customer backlog activities, helping to identify and remove obstacles that impact order fulfillment and customer satisfaction.
• Investigate and resolve customer claims, returns, invoice disputes, pricing issues, and other service-related inquiries.
• Support revenue optimization activities and contribute to successful month-end and quarter-end business processes.
• Act as a subject matter expert for customer experience processes, supporting knowledge sharing, training, and best-practice implementation.
• Assist with transition activities, documentation updates, knowledge transfer programs, and process standardization initiatives.
• Support digital transformation efforts, including customer adoption of self-service tools, automation initiatives, and customer experience technologies.
• Participate in continuous improvement projects focused on operational efficiency, process optimization, and customer satisfaction.
• Support quality audits, root cause analysis, corrective actions, and performance improvement initiatives.

Qualifications

What you'll need to be successful

Required Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Minimum 4 years of experience in Customer Support, Customer Experience, Order Management, Supply Chain, Order-to-Cash, or a related field.
• Professional proficiency in written and spoken English.
• Additional European language skills are an advantage.
• Experience working with ERP and CRM systems.
• Advanced proficiency in Microsoft Office applications, particularly Excel, Word, Outlook, and PowerPoint.
• Strong customer service, problem-solving, and analytical skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills.

Preferred Qualifications

• Experience with SAP, Salesforce (SFDC), InContact, or similar business systems.
• Knowledge of Order-to-Cash (OTC) processes and customer support operations.
• Experience supporting process standardization, automation, or digital transformation initiatives.
• Understanding of Incoterms, Trade Compliance, and customer fulfillment processes.
• Experience participating in system implementations, transitions, or knowledge transfer projects.
• Experience working in a global or multicultural business environment.

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

How Brady will support your success

• Comprehensive onboarding and training programs.
• Opportunities to collaborate with global teams and business partners.
• Exposure to customer experience, supply chain, and business transformation initiatives.
• Ongoing professional development and career growth opportunities.
• Supportive and collaborative work environment.
• Opportunities to contribute to digital innovation and continuous improvement programs