Customer Care Account Manager

Customer Care Account Manager

We are looking for a Customer Care Account Manager to be the supportive force that empowers our Customer Service team! The Customer Care Account Manager is a critical role within Brady PDC as the CCM will act as a customer liaison and trusted representative for assigned accounts, assisting with any concerns or complaints providing information and resolving any emerging problems that our customer accounts might face with accuracy and efficiency. As such, the Customer Care Specialist position is a hybrid, with responsibilities within Customer Care and Inside Sales.

The CCM 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 Care 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. Additionally, the CCM can also provide recommendations to customers for new products and assist in lead generation.

What You'll Be Doing:

• Provide prompt and efficient service in a busy contact center environment.
• Understand, develop and assist in sales growth by establishing high levels of customer confidence and positive customer relationships.
• Responsible for customer interaction and relationship management within own assigned account base and as an escalation point for customers.
• Identify customer needs and provide personalized service to ensure positive and meaningful outcomes; engage more knowledgeable team members / supervisors as needed.
• 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 and sales team goals.
• Demonstrate effectiveness working independently and in team environments.
• Establish phone presence; commanding & disarming, ability to create rapport, network, build, and maintain productive business relationships.
• Leverage and use customer networks, resources and tools via phone/web to expand connectivity, reach and interest across stakeholders.
• Identify opportunities to create access, policy, programs and processes that drive product demand and escalate to sales partners.
• Verify and complete required data entry including details of the target's responses, notes and any follow through actions in accordance with policies and procedures set by the client.
• Create and maintain a positive impression with the Customer.

What You Will Need To Be Successful:

• Associate's degree in a business field or equivalent experience
• Two years experience of inside sales and 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
• Experience using Google Suite
• Previous SAP experience

About Us:

When hospitals, schools, hotels, and even music festivals need to identify the people coming through their doors, they rely on PDC's expertise and solutions. As part of Brady Corporation's global portfolio of brands, PDC is a leader in identification solutions serving healthcare, government, education, entertainment and hospitality. PDC's breadth of products, from patient identification to music festival wristbands, are an integral part of Brady's identification solutions. But PDC's products and solutions are just one element of the Brady story. From the depths of the ocean to outer space, from the factory floor to the delivery room - Brady is just about everywhere you look. Companies around the world trust us 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, 2025, Brady employed approximately 6,400 people in our worldwide businesses. Our fiscal 2025 sales were approximately $1.51 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC.

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. And as a member of the PDC team, you'll get to represent a company with unique brand recognition across several industries. 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.

Our Benefits:

• Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision
• Generous 401(k) with company match
• Paid time off and holidays
• Opportunity to participate in incentive programs for all full-time employees
• Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance
• Education reimbursement opportunities
• Scholarship program for children of Brady employees
• A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities
• Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management)
• Dress-for-your-day dress code
• Charitable contributions matched through Brady's Matching Gift program