Job Information
Brady Corporation Customer Care Account Manager in Salt Lake City, Utah
What We Need:
The Customer Care Account Manager (CCM) serves as a vital customer liaison and trusted representative for assigned accounts. In this role, the CCM acts as the primary point of contact to address concerns, manage complaints, and provide detailed information. You will be responsible for resolving emerging issues with accuracy and efficiency to ensure a seamless experience for our customer base. As such, the CCM position is a hybrid, with responsibilities within Customer Care and Inside Sales. The CCM manages general support inquiries for external and internal stakeholders, assists with questions regarding products/services and billing procedures, and helps customers complete forms while gathering/recording all information necessary for proper transactions. 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 provides product recommendations and assists in lead generation efforts.
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.
Cultivate and maintain positive customer relationships within an assigned account base while serving as a primary escalation point to resolve concerns, including:
Accurate and timely entry of new sales orders
Facilitation of quotes and sample requests
Analysis and resolution of pricing discrepancies
Proactive tracking and reporting of order status
Management of credit and return requests
Resolution of billing procedures and concerns
Responsible for representing customer requests and perspectives to production and management personnel to plan and execute proper “customer first” support.
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 and sales team goals
Supply and follow up on clarifications, delivery information, expediting, discrepancies, product design and recommendations and product complaints.
Facilitate account management skills (account planning, field resource coordination; close, support customer education and promotion needs).
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 and leverage opportunities to establish policies, programs, and processes that drive product demand and escalate insights 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
All other duties as assigned based on business needs
#LI-EA1
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: Who we are: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. You can learn more about us at 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. 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