PDC is looking to fill several positions in our Customer Service department at our Manheim PA location. We are looking for the next group of Customer Care Managers to be the supportive force that empowers our Customer Service team! The Customer Care Manager is a critical role within Brady PDC as the CCM will act as a customer liaison and trusted representative for assigned accounts, assisting with any concerns or complaints providing information and resolving any emerging problems that our customer accounts might face with accuracy and efficiency. As such, the Customer Care Specialist position is a hybrid, with responsibilities within Customer Care and Inside Sales. As such, The CCM manages general support inquiries for external and internal stakeholders, can assist with questions regarding products/services and billing procedures to customers, helping customers in completing forms and gathering/recording any information needed for the proper transaction. Customer Care is also responsible for the accurate and timely entry of new sales orders including editing, analyzing and interpreting incoming orders for all lines of business. Additionally, the CCM can also provide recommendations to customers for new products
and assist in lead generation.

Brady offers a hybrid work option that allows for both personal flexibility and in person collaboration to deliver the greatest outcomes for our people and customers. This option is a mix of in the office and one or two offsite days which are pre-determined based on role and function. 

GOALS:
Upon the successful completion of training and onboarding, Customer Care
Managers are expected to accelerate an extraordinary customer experience by
partnering with the assigned customer base.

POSITION RESPONSIBILITIES:
● Provide prompt and efficient service in a busy contact center environment.
● Understand, develop and assist in sales growth by establishing high levels of customer confidence and positive customer relationships.

● Responsible for customer interaction and relationship management within own assigned account base and as an escalation point for customers. This includes but is not limited to :

• New orders
• Quotes/samples
• Pricing discrepancies
• Order status and tracking
• Completion of local, state and federal forms
• Credit/return requests
• Billing concerns

● Responsible for representing customer requests and perspectives to production and management personnel to plan and execute proper “customer first” support.
● Identify customer needs and provide personalized service to ensure positive and meaningful outcomes; engage more knowledgeable team members / supervisors as needed.
● Locate/research information using multiple systems/technologies.
● Coordinate with cross-functional departments to obtain and/or provide necessary information to resolve issues.
● Document customer inquiries and associated actions; follow-up on outstanding items in a timely manner.
● Learn and maintain a basic understanding of products, procedures, and systems
● Achieve department metrics and expectations as outlined
● Participate in a team based environment to achieve department and sales team goals
● Supply and follow up on clarifications, delivery information, expediting, discrepancies, product design and recommendations and product complaints.
● Facilitate account management skills (account planning, field resource coordination; close, support customer education and promotion needs).
● Demonstrate effectiveness working independently and in team environments.
● Establish phone presence; commanding & disarming, ability to create rapport, network, build, and maintain productive business relationships.
● Leverage and use customer networks, resources and tools via phone/web to expand connectivity, reach and interest across stakeholders.
● Identify opportunities to create access, policy, programs and processes that drive product demand and escalate to sales partners
● Verify and complete required data entry including details of the target’s responses, notes and any follow through actions in accordance with policies and procedures set by the client.
● Create and maintain a positive impression with the Customer
● All other duties as assigned based on business needs

REQUIRED EDUCATION AND/OR EXPERIENCE:
● Associate’s degree in a business field or equivalent experience
● Two years experience of inside sales and or customer service experience
● Must have working knowledge of order entry software. Previous experience with Windows and email software necessary
● Ability to read, analyze and interpret general business information and technical procedures.
● Able to work independently and as part of a team

● Demonstrated ability to communicate in a professional manner, orally and in writing
● Strong time management skills and the ability to organize and coordinate multiple
requests at once

PREFERRED QUALIFICATIONS:
● Experience using Google Suite
● Previous SAP experience

CORE COMPETENCIES FOR CUSTOMER CARE SPECIALISTS:
● Cultivate Innovation - Creating new and better ways for the organization to be successful.
● Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
● Drive Results - Consistently achieving results, even under tough circumstances.
● Optimize Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
● Value Differences - Recognizing the value that different perspectives and cultures bring to an organization.

Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products, and places. Brady’s products help customers increase safety, security, productivity, and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace and a variety of other industries. Brady is headquartered in Milwaukee, Wisconsin and employs over 6,000 people in its worldwide businesses. Brady’s fiscal 2019 sales were approximately $1.16 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. More information is available at www.bradycorp.com.

Brady is an equal opportunity/affirmative action employer. Applicants can learn more about the
company's status as an equal opportunity employer by viewing the federal & EEO is the Law;
poster at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

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