Senior Customer Service Representative

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

Job summary

Talentify seeks a Senior Customer Service Representative to anchor customer interactions and support sales partners across three business lines. The role combines advanced order execution with proactive problem-solving, mentorship, and continuous improvement.

This on-site position is based in Murray, UT and focuses on delivering precise, high-quality service in a fast-paced environment. You will manage omnichannel communications, optimize order-to-cash processes, and collaborate with Supply

Qualifications

• Fluently manage high-volume omnichannel interactions (phone, email, chat, fax).
• Execute end-to-end sales order processing with accuracy (quotes, samples, pricing).
• Guide customers through regulatory forms while keeping accurate records across databases.
• Identify bottlenecks and improve order-to-cash workflows in the assigned territory.

Responsibilities

• Serve as Inside Anchor for territory sales teams to clear roadblocks and support strategy.
• Investigate and resolve high-tier account issues, billing discrepancies, and product concerns with EQ.
• Monitor order pipelines and inventory to prevent delays and perform root-cause analysis for fixes.
• Mentor onboarding reps and Level 1–3 staff to raise team performance across three business lines.

Skills

Multi-Channel Communication

Order Management

Compliance & Data Management

Order-to-Cash

Sales Enablement

Troubleshooting

Emotional Intelligence

Cross-Functional Collaboration

Mentorship

Segment Certification

Job description

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.

Qualifications

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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