Customer Service Representative II

About the role

We are seeking a Customer Service Representative with a proven track record in high-volume contact centers or customer service. This individual will be responsible for handling advanced problem-solving, managing order processing, and serving as a cross-functional coordinator.

Responsibilities

• Advanced Order Administration: Validating and processing high-volume, multi-channel requests (phone, email, and digital chat) for complex new orders, custom quotes, samples, and pricing adjustments.
• Compliance Guidance: Assisting customers in the thorough completion of specialized local, state, and federal forms required for proper transaction recording.
• Complex Problem Resolution: Independently investigating root causes of customer friction, troubleshooting sophisticated billing/credit issues, and offering foundational product design recommendations.
• Cross-Department Coordination: Collaborating directly with internal departments to gather technical specifications or resolve systemic issues on behalf of the customer.
• Peer Mentorship: Taking an active role in orienting, training, and mentoring incoming customer service representatives to support team goals.

Qualifications

• Proven Experience: A minimum of 3 years of high-volume contact center or customer service experience, handling simultaneous phone and digital queues.
• Education: An Associate’s degree in a business-related field, or equivalent professional experience.
• Key Traits: Exceptional organizational skills, strong analytical thinking, and the ability to communicate technical information in a highly professional and articulate manner.
• Technical Tool Stack Proficiency: Expert navigation across our modern tech suite: ERP & E-Commerce (SAP, Shopify, Magento), CRM & Ticketing (Salesforce, Freshdesk, HubSpot), Collaboration & AI (Google Suite, customer-facing chat tools, AI productivity tools such as Gemini), Telephony & Workforce Management (NICE, UKG, and omnichannel automation software).

Benefits

Brady offers 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, and 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.