Customer Service Representative (Baja California)

At Brady, we are looking for a highly skilled, dynamic, and service-minded Sr. Customer Service Representative to join our team in Tijuana! If you have a strong background in high-volume customer care, logistics, and SAP, and you thrive in a continuous improvement environment, this role is for you. You will act as the vital bridge between our company, our sales team, and our valued global distributors and customers.

Core Purpose of the Role

Utilizing specialized technical knowledge of Brady’s product lines, you will serve as the primary customer contact for order management, billing, warranty services, product specifications, and logistics tracking. You will also work closely with department supervisors to review procedures and actively drive continuous improvement.

Key Responsibilities

• Order & Account Management: Oversee end-to-end order handling for all assigned Brady customers and distributors; efficiently enter and process stock/custom orders using SAP.
• Customer Excellence: Manage billing inquiries, warranty services, credit processing, quotes, and delivery tracking while resolving complex order issues independently.
• Logistics Collaboration: Monitor delivery performance, maintain up-to-date knowledge of inventory stock, and coordinate with Integral Planning to ensure high delivery performance and optimized costs.
• Problem Solving & Escalation: Reconcile difficult customer situations, analyze discrepancies, and collaborate seamlessly across departments to resolve and elevate issues efficiently.
• Team Leadership & Support: Support the department supervisor in updating procedures, train new personnel using standard outlines, and build teammate trust by leading by example.
• Field Support: Partner with field sales representatives as needed, occasionally assisting with on-site sales presentations or product/equipment demonstrations.

Education & Experience

Degree: Professional degree completed. Experience: 5 years of experience in Customer Service, preferably within a high-volume call center or manufacturing setting.

Technical Skills

Proficient computer skills; strong experience using SAP and handling complex documentation (certificates of conformance, quotes, credits).

Languages

100% Bilingual in English and Spanish (excellent verbal and written communication in both).

Skills & Core Competencies

• Ability to calculate commercial figures such as discounts, interest, percentages, and price structures.
• Resilient personality capable of thriving under pressure, a teamwork-first attitude, high adaptability to change, and strong problem-solving acumen.
• Proactive initiative focused on continuously developing customer relationships to meet and exceed demands.