Senior Customer Service Representative

What We Need:

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. This role is on-site our Murray, UT office location.

What You'll Be Doing:

Operational Excellence & Order Management

• Multi-Channel Touchpoints: Fluently manage high-volume customer interactions across phone, email, live chat, and fax, maintaining a calm, professional, and reassuring tone throughout.

• End-to-End Processing: Execute precise sales order entry, validation, and fulfillment workflows (including custom quotes, samples, and pricing adjustments) with meticulous attention to detail.

• Compliance & Database Management: Guide customers through complex local, state, and federal regulatory forms while maintaining accurate customer records across enterprise databases to ensure zero downstream disruption.

• Order-to-Cash Optimization: Continuously audit and streamline order-to-cash workflows within your assigned territory to eliminate friction and accelerate fulfillment speed.

Strategic Sales Enablement & Account Management

• Inside Anchor for Sales: 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.

• Complex Troubleshooting & EQ: 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.

• Preemptive Problem Solving: 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.

Cross-Functional Coordination & Team Leadership

• Cross-Departmental Collaboration: Partner seamlessly with Supply Chain, Logistics, Engineering, and Finance to solve systemic operational friction and coordinate specialized segment needs.

• Peer Mentorship: 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.

• Segment Certification: Achieve and maintain subject matter expertise across three business lines to provide flexible, high-tier operational support.

#LI-GL1

What You Will Need To Be Successful:

Experience & Education

• Proven Track Record: 3–5 years of high-volume contact center or customer service experience, with a documented history of simultaneously managing phone, email, and live chat queues.

• Education: Associate’s degree in a business-related field, or equivalent professional experience.

• Preferred Experience: Additional experience in B2B customer service and working with promotional products is highly preferred and would make you a top candidate.

Technical & System Competencies

• ERP & Data Analytics Mastery: Deep working knowledge of enterprise order entry platforms (SAP highly preferred) and analytics/inventory tools (e.g., QlikView).

• Case Tracking & CRM Expertise: Mastery of platforms used for tracking and resolving complex cases (Salesforce, Freshdesk, Sterling, Shopify, Magento, or HubSpot).

• Workforce & Collaboration Tool s: Advanced proficiency across Google Workspace, Microsoft Office Suite, and synchronized contact center telephony/queue software.

Core Competencies & Soft Skills

• Strategic Communication: Ability to tailor written and verbal communication styles seamlessly—whether explaining complex procedural steps to a client or providing constructive coaching to a peer.

• Advanced EQ & De-escalation: Exceptional emotional intelligence to read between the lines, anticipate friction early, and maintain composure during high-velocity backlogs or intense disputes.

• Analytical Mindset: Strong capacity to analyze complex business data, corporate compliance paperwork, and technical workflows to identify root-cause solutions.

• Growth Mindset & Priority Management: Highly receptive to feedback, quick to master new system updates across multiple business segments, and skilled at coordinating multiple high-priority requests under tight deadlines.

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