PDC is looking for a Customer Service Representative to join our department at our Manheim PA location. The Customer Service Representative will act as a liaison, provide information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency As such the Customer Service representative 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 Service 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.

GOAL(S):

Upon the successful completion of training and onboarding, Customer Service Representatives are expected to deliver an extraordinary customer experience by quickly and accurately addressing questions or inquiries.

POSITION RESPONSIBILITIES:

• Provide prompt and efficient service in a busy contact center environment.
• Responsible for administering all customer service inquiries via phone/email/fax for external and internal partners, including but 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
• 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 goals.
• May assist in orienting and training new employees
• Maintain and update computerized customer records.
• Supply and follow up on clarifications, delivery information, expediting, discrepancies, product design and recommendations and product complaints.
• 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 of contact center 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 SERVICE REPRESENTATIVES:

• 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.

BENEFITS WE OFFER:

• Day 1 Healthcare Coverage! - medical, dental, vision, life
• HSA/FSA options
• 401(k) with company match
• Short-Term & Long-term Disability Coverage
• Tuition reimbursement
• Bonus opportunity!
• Vacation and Holiday pay (with an extra week purchasable after 1 year!) COMPANY

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, 2022, employed approximately 5,700 people in its

worldwide businesses. Brady's fiscal 2022 sales were approximately $1.30 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. More information is available on the Internet at www.bradyid.com.

BUSINESS OVERVIEW:

The PDC business is a global leader and innovative manufacturer of identification products, and patient safety solutions serving healthcare, government, education, entertainment, events, hospitality, and other business and non-profit organizations. With an unmatched breadth of identification products, distinctive quality, and service accessibility, PDC is the premier source for solutions that provide superior value and enable organizations to operate with greater efficiency, safety, and regulatory compliance.

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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