Senior Customer Service Representative
About The Position
PDC is seeking a high-tier, strategic Senior Customer Service Representative to serve as a key resource for customers, sales partners, and internal teams. This is the highest non-supervisory level of the customer service role, combining advanced order execution with proactive problem-solving, sales enablement, and peer mentorship. In a fast-paced environment, the Senior Customer Service Representative manages complex omnichannel interactions and serves as the operational anchor for sales territories. The role maintains operational expertise across three business lines, supports territory growth through operational excellence, and identifies and resolves systemic issues before they affect customers. The representative also mentors peers and promotes precision, accountability, and continuous improvement. This position is on-site at PDC’s Murray, Utah office.
Requirements
- Experience managing high-volume customer interactions across phone, email, live chat, and fax.
- Ability to accurately execute sales order entry, validation, and fulfillment workflows, including custom quotes, samples, and pricing adjustments.
- Ability to guide customers through local, state, and federal regulatory forms and maintain accurate enterprise database records.
- Ability to investigate and resolve complex account, billing, credit, return, and product issues.
- Emotional intelligence and ability to de-escalate tense customer situations.
- Ability to monitor order pipelines and inventory logs, conduct root-cause analysis, and resolve operational bottlenecks.
- Ability to collaborate cross-functionally and support territory sales teams.
- Ability to mentor and guide customer service representatives.
- Ability to achieve and maintain subject matter expertise across three business lines.
- Ability to work on-site at the Murray, Utah office.
Responsibilities
- Manage high-volume customer interactions by phone, email, live chat, and fax while maintaining a calm, professional, and reassuring tone.
- Process sales orders from entry through fulfillment, including custom quotes, samples, and pricing adjustments.
- Guide customers through local, state, and federal regulatory forms and maintain accurate customer records in enterprise databases.
- Audit and streamline order-to-cash workflows within the assigned territory to reduce friction and improve fulfillment speed.
- Support territory sales teams by using real-time data and cross-functional information to clear account roadblocks and support territory strategy.
- Investigate and resolve complex account issues, billing discrepancies, credit and return requests, and product complaints; de-escalate tense situations.
- Monitor order pipelines and inventory logs, address bottlenecks before they affect customers, and perform root-cause analysis to prevent recurring errors.
- Collaborate with Supply Chain, Logistics, Engineering, and Finance to resolve systemic operational issues and coordinate specialized segment needs.
- Mentor onboarding representatives and Level 1–3 representatives by sharing best practices, assisting with complex problem-solving, and guiding junior staff.
- Achieve and maintain subject matter expertise across three business lines to provide flexible, high-tier operational support.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
