Sr Cust Exp Specialist at Brady… · Bucharest

Company Description

Who we are:

Brady makes products that make the world a safer and more productive place. We are a global leader in safety, identification and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room - we’re just about everywhere you look. Companies around the world trust Brady because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities.

We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2023, Brady employed approximately 5,600 people worldwide. Our fiscal 2023 sales were approximately $1.33 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at http://www.bradycorp.com.

Why work at Brady:

A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth.

Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you’ll feel connected to the community through our charitable contributions and opportunities to give back.

Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world.

Job Description

What we need:

Brady is seeking a Sr Customer Experience Specialist to support the administration of service contracts and deliver an exceptional customer experience throughout the service order lifecycle.

In this role, you will serve as a primary point of contact for customers and internal stakeholders, managing service orders, contract-related requests, credits, and customer inquiries. You will collaborate closely with Sales, Finance, Service, Product Management, and other business partners to ensure timely processing, issue resolution, and adherence to service level agreements (SLAs).

The ideal candidate combines strong customer service skills, attention to detail, problem-solving abilities, and a commitment to continuous improvement in a fast-paced environment.

• Hybrid work model based in Bucharest, Romania.
• Schedule includes two afternoon shifts per week, aligned with business and customer support requirements.

What you'll be doing:

• Serve as the primary point of contact for customers regarding service orders, contract administration, credits, and related inquiries received via email, phone, and EDI channels.
• Process customer requests related to service contracts, including new contracts, existing contract administration, cancellations, and credits.
• Review customer requests to ensure compliance with established requirements, including customer authorizations, pricing validity, financial terms, and service availability.
• Accurately enter and manage orders within CRM and ERP systems while ensuring timely fulfillment and compliance with service level agreements.
• Process and manage customer credits from initiation through completion according to company procedures and customer requirements.
• Monitor open and pending orders, proactively following up with customers and internal stakeholders to ensure timely resolution.
• Coordinate with Finance, Product Management, Sales, Service Teams, and other business partners to resolve issues and support customer needs.
• Communicate processes and procedures clearly to customers, ensuring a positive customer experience and mutual understanding.
• Escalate complex issues appropriately and support effective resolution through established escalation channels.
• Maintain accurate documentation and customer records in company systems.
• Support achievement of departmental metrics, operational goals, and service performance standards.
• Assess existing processes and documentation, identifying opportunities for improvement and recommending corrective actions when necessary.
• Participate in continuous improvement initiatives that enhance customer service, operational efficiency, and process effectiveness.
• Provide backup support to team members as needed and contribute to a collaborative team environment.
• Participate in training sessions, best practice sharing, and professional development activities.
• Support service sales initiatives, departmental projects, and other business-related activities as assigned.

How Brady will support your success:

• Comprehensive onboarding and training programs.
• Opportunities to collaborate with global teams and business partners.
• Exposure to customer experience, service operations, and contract administration processes.
• Ongoing professional development and learning opportunities.
• Supportive and collaborative team environment.
• Opportunities to grow within a global organization committed to innovation and operational excellence.

Qualifications

What you'll need to be successful

Required Qualifications:

• Bachelor's degree or equivalent combination of education and experience.
• Minimum 2 years of experience in Customer Service, Order Administration, Customer Support, Sales Support, or a related customer-facing environment.
• Experience working with CRM and ERP systems.
• Strong customer service, problem-solving, and account management skills.
• Proficiency in Microsoft Office applications, including Excel, Outlook, Word, and PowerPoint.
• Strong verbal and written communication skills in English.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Strong attention to detail and commitment to accuracy.
• Strong interpersonal skills with the ability to work effectively across functions and teams.

Preferred Qualifications:

• Experience supporting service contracts, service order administration, credits, or customer account management activities.
• Experience working with SAP, Salesforce (SFDC), or similar business systems.
• Experience in a shared services, channel sales, or global business environment.
• Proactive customer account management experience.
• Continuous improvement mindset with experience supporting process enhancement initiatives.
• Ability to work independently while maintaining strong collaboration across teams.
• Excellent organizational and time management skills with the ability to prioritize competing demands.

Benefits:

• Complete insurance coverage starting on first day of employment – medical, dental, vision, life
• 401(k) with company match

Additional Information

All your information will be kept confidential according to EEO guidelines.