Lead Customer Experience Specialist

Job Description

Your Role

• Serve as the primary point of contact for assigned customers, providing timely support and proactive communication throughout the customer lifecycle, including order status updates and resolution plans.
• Manage and process customer orders with accuracy and quality, maintaining customer master data and supporting account onboarding and maintenance activities.
• Monitor customer backlog activities and partner with Sales, Supply Chain, Logistics, Transportation, and Finance teams to resolve obstacles and customer issues.
• Investigate and resolve customer claims, returns, invoice disputes, pricing issues, and other service-related inquiries.
• Support revenue optimization activities and contribute to month-end and quarter-end business processes.
• Drive continuous improvement initiatives focused on operational efficiency, process optimization, and customer satisfaction, including quality audits and root cause analysis.
• Support digital transformation efforts and process standardization, including customer adoption of self-service tools and automation initiatives.
• Share expertise and best practices through knowledge transfer programs and training activities.

Qualifications

• Bachelor's degree or equivalent combination of education and experience
• Minimum 4 years of experience in Customer Support, Customer Experience, Order Management, Supply Chain, or Order-to-Cash operations
• Professional proficiency in written and spoken English
• Advanced proficiency in Microsoft Office applications (Excel, Word, Outlook, PowerPoint)
• Experience working with ERP and CRM systems (such as SAP or Salesforce)
• Strong customer service, problem-solving, and analytical skills
• Ability to manage multiple priorities in a fast-paced environment
• Knowledge of Order-to-Cash (OTC) processes and customer support operations

Additional Information

How Brady will support your success

• Comprehensive onboarding and training programs.
• Opportunities to collaborate with global teams and business partners.
• Exposure to customer experience, supply chain, and business transformation initiatives.
• Ongoing professional development and career growth opportunities.
• Supportive and collaborative work environment.
• Opportunities to contribute to digital innovation and continuous improvement programs