Senior Customer Service Representative
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
- Advanced technical order execution
- Proactive problem-solving
- Sales enablement
- Peer mentorship
- Manage complex omnichannel interactions
- Maintain operational mastery across three business lines
- Drive territory growth through operational excellence
- Proactively identify and resolve systemic issues
- Manage high-stakes queues
- Fluently manage high-volume customer interactions across phone, email, live chat, and fax
- Maintain a calm, professional, and reassuring tone
- Execute precise sales order entry, validation, and fulfillment workflows
- Meticulous attention to detail
- Guide customers through complex local, state, and federal regulatory forms
- Maintain accurate customer records across enterprise databases
- Continuously audit and streamline order-to-cash workflows
- Act as the operational backbone for territory sales teams
- Leverage real-time data and cross-functional intelligence
- 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
- Perform root-cause analysis on recurring errors to implement permanent fixes
- Partner seamlessly with Supply Chain, Logistics, Engineering, and Finance
- Solve systemic operational friction and coordinate specialized segment needs
- Serve as a dedicated mentor to onboarding representatives and Level 1–3 reps
- Share best practices, assist with complex problem solving, and guide junior staff
- Achieve and maintain subject matter expertise across three business lines
Responsibilities
- Manage high-volume customer interactions across phone, email, live chat, and fax.
- Execute sales order entry, validation, and fulfillment workflows, including custom quotes, samples, and pricing adjustments.
- Guide customers through complex regulatory forms and maintain accurate customer records.
- Audit and streamline order-to-cash workflows to eliminate friction and accelerate fulfillment speed.
- Act as the operational backbone for territory sales teams, leveraging real-time data and cross-functional intelligence.
- Investigate and resolve high-tier account issues, billing discrepancies, credit/return requests, and product complaints.
- Monitor order pipelines and inventory logs to resolve bottlenecks before they impact the customer.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
