Senior Customer Service Representative

Brady Corporation•Salt Lake City, OH

15d

About The Position

PDC is seeking a high-tier, strategic Senior Customer Service Representative to serve as a vital anchor for our customers, sales partners, and internal teams. As a Senior CSR, you operate at the highest non-supervisory level—combining advanced technical order execution with proactive problem-solving, sales enablement, and peer mentorship. Operating in a fast-paced environment, you will manage complex omnichannel interactions while serving as the dedicated "Inside Anchor" for our sales triad. In this role, you will maintain operational mastery across three business lines, drive territory growth through operational excellence, and proactively identify and resolve systemic issues before they impact the customer. Beyond managing high-stakes queues, you will serve as a lead mentor—fostering a department culture of precision, accountability, and continuous improvement.

Requirements

Fluently manage high-volume customer interactions across phone, email, live chat, and fax, maintaining a calm, professional, and reassuring tone throughout.
Execute precise sales order entry, validation, and fulfillment workflows (including custom quotes, samples, and pricing adjustments) with meticulous attention to detail.
Guide customers through complex local, state, and federal regulatory forms while maintaining accurate customer records across enterprise databases to ensure zero downstream disruption.
Continuously audit and streamline order-to-cash workflows within your assigned territory to eliminate friction and accelerate fulfillment speed.
Act as the operational backbone for territory sales teams, leveraging real-time data and cross-functional intelligence to clear account roadblocks and support territory strategy.
Independently investigate and resolve high-tier account issues, billing discrepancies, credit/return requests, and product complaints.
Use emotional intelligence to de-escalate tense situations smoothly.
Monitor order pipelines and inventory logs to resolve bottlenecks before they impact the customer, performing root-cause analysis on recurring errors to implement permanent fixes.
Partner seamlessly with Supply Chain, Logistics, Engineering, and Finance to solve systemic operational friction and coordinate specialized segment needs.
Serve as a dedicated mentor to onboarding representatives and Level 1–3 reps, sharing best practices, assisting with complex problem solving, and guiding junior staff to elevate overall team performance.
Achieve and maintain subject matter expertise across three business lines to provide flexible, high-tier operational support.

Responsibilities

Manage high-volume customer interactions across phone, email, live chat, and fax.
Execute sales order entry, validation, and fulfillment workflows.
Guide customers through complex regulatory forms.
Maintain accurate customer records across enterprise databases.
Audit and streamline order-to-cash workflows.
Act as the operational backbone for territory sales teams.
Investigate and resolve high-tier account issues, billing discrepancies, credit/return requests, and product complaints.
Monitor order pipelines and inventory logs to resolve bottlenecks.
Perform root-cause analysis on recurring errors to implement permanent fixes.
Partner with Supply Chain, Logistics, Engineering, and Finance to solve systemic operational friction.
Serve as a dedicated mentor to onboarding representatives and Level 1–3 reps.
Achieve and maintain subject matter expertise across three business lines.