Customer Service Representative II

PDC:

PDC Healthcare enables connected care from admission to discharge with end-to-end identification solutions, including printers, barcode scanners, wristbands, labels and software that work seamlessly with health system EHRs. PDC solutions accurately identify patients, clinicians, medications, specimens, and more throughout the continuum of care to enhance efficiency, reduce errors, control costs, and satisfy regulatory requirements.

PDC also provides identification solutions to hospitality, entertainment and event markets to identify people, control access, and streamline operations and efficiency. PDC is powered by Brady-a global provider of interconnected identification solutions at scale.

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

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.

Daily Responsibilities Include:

• 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.

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Experience & Qualifications

• 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.

Technical Tool Stack Proficiency

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

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

Achieving excellence within this position requires a sophisticated blend of digital fluency, versatile problem-solving, and a commitment to data-centric performance standards.

Technological Proficiency & Tool Integration

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 HubSpot.
• 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.

Who we are:

Brady Corporation is a global industrial technology leader dedicated to making workplaces safer, more productive, and more connected. Backed by a 110+ year legacy of reliability and innovation, we have entered an exciting era of transformation and growth, powered by more than 10,000 team members serving customers across 40+ countries. Following our acquisition of Honeywell''s Productivity Solutions and Services business in August 2026, Brady brings together trusted leadership in safety, materials science, and identification with advanced mobile computing, scanning, and automation.

We help organizations make work safer, more productive, and more connected by transforming everyday critical information into actionable intelligence. Our end-to-end platform unites two powerful pillars:

• Identification Solutions: High-performance labels, safety signs, engineered materials, and rugged industrial printing systems.
• Intelligent Productivity Solutions: Industry-leading mobile computers, barcode/RFID scanners, specialized software, voice automation, and workflow services.

From aerospace, healthcare, and laboratories to manufacturing plants, retail, data centers, and global transportation and logistics hubs, we empower customers to identify, protect, track, and optimize the people, assets, and processes that keep the world running.

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.

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.

• 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