Customer Solutions Representative
About the role
As a Customer Solutions Representative you will manage and process customer orders, identify and resolve order issues, and engage in strategic cross-selling or upselling initiatives. You will play a key role in working closely with customers to meet their needs, understand challenges, and ensure they have a successful and positive experience with BradyPLUS.
Responsibilities
- Engage with customers through various communication channels to manage orders.
- Understand customers' needs and ensure seamless order fulfillment.
- Process key orders daily and resolve issues quickly and precisely.
- Ensure timely responses to emails and phone calls.
- Process returns in a timely manner.
- Assist walk-in customers (where applicable).
- Manage eCommerce set-up and shared team mailbox.
- Open and close cash drawer (P21).
- Support building and maintaining positive relationships with customers to increase loyalty and repeat business.
- Provide immediate response to customer issues and follow up on delivery issues.
- Store customer credit card information and maintain customer & ship-to addresses.
- Maintain customer/delivery notes.
- Identify opportunities for cross-selling additional products or services that complement the customer’s original purchase.
- Persuade customers to upgrade to higher-value products or services through upselling, emphasizing benefits and added value.
- Cultivate and maintain deep product knowledge to effectively recommend solutions to customers.
- Collaborate cross-functionally with Customer Success and Sales teams to ensure a seamless customer experience and support BradyPLUS goals.
- Perform additional duties or special projects as assigned.
Requirements
- At least 1 year of customer service experience.
- Excellent verbal and written communication skills.
- Proficiency with CRM software and other customer support tools.
- Keen attention to detail and accuracy in handling data and documentation.
- A proactive nature with strong problem-solving skills.
- Ability to work independently and collaboratively.
- Customer-centric with a focus on delivering exceptional service.
- Ability to physically sit at a desk for long periods, operate a computer, and listen/speak clearly on the phone and in-person.
Pay
The pay range for this role is $21.63–$24.04 per hour. This range represents what the company reasonably expects to pay based on current market data, internal equity, and other business factors. Actual compensation may vary depending on relevant experience, qualifications, geographic location, and other considerations.
Benefits
- Medical, dental, and vision insurance.
- Life and disability insurance.
- Flexible spending accounts.
- Employee Assistance Programs (EAP).
- 401(k) Retirement plan with company match.
- Generous paid time off package.
- Educational reimbursement.
- Paid family leave.
- Adoption assistance.
About the company
Imperial Brady is a leading North American distributor and solutions provider for cleaning and facility care, foodservice, and packaging. With more than 13,000 employees and a broad supply chain network, we deliver national scale with local expertise. Built on strong customer relationships and deep industry knowledge, we go beyond distribution—delivering Supplies + Support through expertise, service, and a commitment to making every customer touchpoint a plus.