Customer Support - Repair Coordinator

Brady Corporation Milwaukee , WI 53201

Posted 7 months ago

Company Overview:

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 as of July 31, 2018, employed approximately 6,200 people in its worldwide businesses. Brady's fiscal 2018 sales were approximately $1.17 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. More information is available at www.bradycorp.com.

Position Summary:

Provides support for customers in relation to repair service including: general inquiries, service requests, work orders and service complaints while adhering to SOX and ISO requirements to drive a best-in-class customer experience.

Essential Duties and Responsibilities:

  • Authenticates services and repairs by validating receipt and condition of customer product; verifying warranty and service contract coverage and maintaining customer records.

  • Responsible for coverage on Repair phone line and shared email box to cover customer requests

  • Point person for initial customer consultation upon call in or call backs on existing repairs

  • Generates service quotes for service contracts, rental agreements and service work

  • Coordinates service visit for in field repairs; includes creating the statement of work, generate a quotation, and billing

  • Creates orders for service repair and spare parts for International and Domestic

  • Maintain accurate CRM case status to ensure on time delivery and timely payment

  • Support cycle count and audit activity for inventory control

  • Active participation in daily huddles and weekly/monthly

  • Recommends process improvements through collaboration with peers, inter-company departments, and leadership to meet/exceed goals

Required Knowledge, Skills & Abilities

  • High school diploma or equivalent

  • Minimum of one year of customer service or equivalent job related experience

  • Industry experience in industrial or equivalent service related field

  • Good verbal and written communication skills

  • Basic level of computer navigation

  • Ability to work through day to day tasks independently or with moderate supervision

  • Ability to lift/carry 50 lbs

Desired Knowledge, Skills & Abilities

  • Preferred 3 years of customer service or equivalent job related experience

  • Experience working with SAP or equivalent operating system

  • Experience working with Salesforce or equivalent CRM

  • Experience with Google applications

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Customer Support - Repair Coordinator

Brady Corporation