Senior Customer Service Representative

Bradycorp; Salt Lake City (UT); On-site; USD 65,000 - 90,000; Full time

Job summary

PDC in Murray, Utah seeks a Senior Customer Service Representative to anchor customer interactions and partner success from our on-site office. You will combine advanced order execution with proactive problem solving and mentorship to elevate service quality and drive sales enablement.

As the Inside Anchor for our sales triad, you will manage omnichannel communications and ensure smooth end-to-end order processing.

Qualifications

• Experience handling high-volume omnichannel customer interactions.
• Ability to execute sales orders, quotes, and pricing adjustments with accuracy.
• Strong problem-solving and relationship-building skills for complex accounts.

Responsibilities

• Multi-Channel Touchpoints: manage high-volume customer interactions across phone, email, live chat, and fax with professional tone.
• End-to-End Processing: execute sales order entry, validation, and fulfillment workflows with attention to detail.
• Compliance & Database Management: guide customers through regulatory forms while maintaining accurate records.
• Order-to-Cash Optimization: audit and streamline order-to-cash workflows to accelerate fulfillment.
• Inside Anchor for Sales: act as operational backbone for territory sales teams, clearing roadblocks.
• Complex Troubleshooting & EQ: investigate and resolve high-tier account issues, billing discrepancies, and product complaints.
• Preemptive Problem Solving: monitor pipelines and inventory to resolve bottlenecks proactively.
• Cross-Departmental Collaboration: work with Supply Chain, Logistics, Engineering, and Finance to fix systemic friction.
• Peer Mentorship: mentor onboarding reps and Level 1–3 staff to raise team performance.
• Segment Certification: build expertise across three business lines to support diverse needs.

Skills

Omnichannel support

Order processing

Issue resolution

Cross-functional collaboration

Mentorship

Job description

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.

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.

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