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 (phone, fax, email, and will call) to manage orders, understand their needs, and ensure seamless order fulfillment.
• Process key orders daily and resolve issues quickly and precisely.
• Answer calls within 2 rings.
• Process returns.
• Assist walk-in customers (where applicable).
• Set up eCommerce accounts with 2-hour or less email response times.
• Manage a 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 records.
• Maintain customer/delivery notes.
• Identify cross-selling opportunities to offer additional products or services that complement the customer’s original purchase.
• Identify upselling opportunities to persuade customers to upgrade to higher-value products or services.
• Cultivate and maintain a deep understanding of the company’s products, services, and promotions.
• Partner closely with Customer Success and Sales team members to ensure a seamless customer experience.
• Perform other duties as assigned.

Requirements

• At least 1 year of customer service experience.
• Excellent verbal and written communication skills that portray professionalism and strong interpersonal 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.
• Strong organizational and time management 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.

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.