Senior Customer Service Representative

Senior Customer Service Representative

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 levelcombining 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 mentorfostering a department culture of precision, accountability, and continuous improvement.

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 13 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.