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.

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.

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.

• 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.

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.

Success looks like efficient, expert navigation across our modern tech suite:

• ERP & E-Commerce: SAP, Shopify, Magento
• CRM & Ticketing:
  Salesforce, Freshdesk, Hub Spot
• Collaboration & AI:
  Google Suite, customer-facing chat tools, and AI productivity tools (such as Gemini)
• Telephony & Workforce Management: NICE, UKG, and omnichannel automation software

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 Hub Spot.
• 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.

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…