Customer Solutions Specialist

Job Description

Description & Requirements

We are in search of a Customer Solution Specialist to join our growing team. This role is responsible for managing and processing 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 Imperial Brady.

Responsibilities Include

• Customer Orders & Interaction: Engage with customers through various communication channels (phone, fax, email and will call) to manage orders, understand their needs and ensure seamless order fulfillment. Key orders daily and resolve issues quickly and precisely.
• Calls answered within 2 Rings
• Process Returns
• Assist Walk-in Customers (where applicable)
• eCommerce Set-Up
• 2 hour or Less Email Response Times
• Management of Shared Team Mailbox
• Open & Close Cash Drawer (P21)
• Customer Relationship Management: Support with building and maintaining positive relationships with customers to increase loyalty and repeat business.
• Immediate Response to Customer Issues
• Follow-Up on Delivery Issues
• Store Customer Credit Card Information
• Customer & Ship-To Maintenance
• Customer/Delivery Note Maintenance
• Customer Growth Initiatives:
• Cross-Selling - Identify opportunities to offer additional products or services that complement the customer’s original purchase, increasing overall sales and customer satisfaction.
• Upselling - Identify opportunities to persuade customers to upgrade to higher-value products or services that better meet their needs, emphasizing the benefits and added value.
• Product Knowledge: Cultivate and maintain a deep understanding of the company’s products, services, and promotions to effectively recommend the best solutions to customers.
• Cross-Functional Collaboration: Partner closely with all Customer Success and Sales team members to ensure a seamless customer experience and support BradyPLUS in reaching its goals.
• Other Duties as Assigned
  

The Ideal Candidate Will Have

• 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
  
  

Physical Requirements: While performing the duties of this job, the employee will regularly sit at a desk for long periods, operate a computer, and listen/speak clearly on the phone and in-person.

Compensation & Benefits

Imperial Brady offers competitive compensation and a comprehensive benefits package to support the health and well-being of our associates and their families. Benefit offerings include medical, dental, vision, life and disability insurance, flexible spending accounts, Employee Assistance Programs (EAP), 401(k) Retirement and more.

About Imperial Brady

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.

We offer a dynamic environment for our more than 13,000 employees to work, learn, and grow professionally. We value our people and strive to create rewarding career opportunities by offering competitive salaries and benefits (medical, dental, vision), a 401(k) program with company match, life insurance, a generous paid time off package, educational reimbursement, paid family leave, and adoption assistance. We are excited to invite talented individuals with a passion for excellence to join our team.

Imperial Brady is an EEO Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history, or genetic information, political affiliation, military service, or other non-merit-based factors.

Our company is a Fair Chance employer, committed to providing opportunities for qualified individuals with past justice system involvement. We believe in assessing candidates based on their skills and experience. A conditional offer of employment will be contingent upon the successful completion of a background check, consistent with applicable federal, state, and local laws.

Massachusetts Applicants

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.