Senior Customer Service Representative

What We Need We are looking for an experienced, autonomous, and tech-savvy Customer Service Representative to champion our customer experience. In this role, you will act as a primary advocate for our highest-value accounts and a critical anchor for our team. We need someone who thrives in a fast-paced environment and excels at navigating complex technical requests, multi-channel queues, and regulatory requirements. What We Need We are looking for an experienced, autonomous, and tech-savvy Customer Service Representative to champion our customer experience. In this role, you will act as a primary advocate for our highest-value accounts and a critical anchor for our team. We need someone who thrives in a fast-paced environment and excels at navigating complex technical requests, multi-channel queues, and regulatory requirements. What You'll Be Doing As a Level II representative, you will handle advanced problem-solving, manage end-to-end order processing, and serve as a cross-functional coordinator. You will also step into a leadership mentality by helping elevate the rest of the team. Daily Responsibilities Include Advanced Order Administration: Validating and processing high-volume, multi-channel requests (phone, email, and digital chat) for complex new orders, custom quotes, samples, and pricing adjustments. Compliance Guidance: Assisting customers in the thorough completion of specialized local, state, and federal forms required for proper transaction recording. Complex Problem Resolution: Independently investigating root causes of customer friction, troubleshooting sophisticated billing/credit issues, and offering foundational product design recommendations. Cross-Department Coordination: Collaborating directly with internal departments to gather technical specifications or resolve systemic issues on behalf of the customer. Peer Mentorship: Taking an active role in orienting, training, and mentoring incoming customer service representatives to support team goals. Experience & Qualifications What You Will Need To Be Successful: Proven Experience: A minimum of 3 years of high-volume contact center or customer service experience, handling simultaneous phone and digital queues. Education: An Associate’s degree in a business-related field, or equivalent professional experience. Key Traits: Exceptional organizational skills, strong analytical thinking, and the ability to communicate technical information in a highly professional and articulate manner. To excel in this role and maintain our high standards of service, you will need a strong balance of technical proficiency, adaptiveness, and data-driven execution. Technical Tool Stack Proficiency Success looks like efficient, expert navigation across our modern tech suite: ERP & E-Commerce: SAP, Shopify, Magento CRM & Ticketing: Salesforce, Freshdesk, HubSpot Collaboration & AI: Google Suite, customer-facing chat tools, and AI productivity tools (such as Gemini) Telephony & Workforce Management: NICE, UKG, and omnichannel automation software Technological Proficiency & Tool Integration Success in this role is defined by the expert utilization of our comprehensive technological ecosystem: Commerce & Resource Management: Mastery of SAP, Shopify, and Magento platforms. Client Relations & Support: Operational agility within Salesforce, Freshdesk, and HubSpot. Digital Productivity & Innovation: High competency in Google Suite, interactive chat interfaces, and AI-driven tools including Gemini. Operations & Communication Systems: Familiarity with NICE, UKG, and various omnichannel automation solutions. 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 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 #J-18808-Ljbffr Brady Corporation