Customer Service Representative

At PBI-Gordon Companies, and our subsidiaries PBI-Gordon Corporation, Pegasus Laboratories, and PetAg, Inc, our priority is people, pets, and the places they go.  As employee owners, we support each other in building our careers as well as our companies.  Our foundation is rooted in integrity, innovation, partnership, and pride. Come grow with us!

Location: Hampshire, IL
Department: Sales
Reports to: Customer Service Supervisor 

Position Summary  

The Customer Service Representative acts as the primary contact for order fulfillment and account management activities, ensuring customers have a positive experience with every interaction. This role involves multitasking and the need to work cross-functionally with internal and external business partners. Requires a high level of engagement and performance that pushes the business forward 

 Compensation & Benefits 

• Employee Ownership (ESOP): Company-funded retirement contribution of approximately 18% of pay, plus 401(k) 
• Competitive base salary with performance-based bonus opportunity 
• Comprehensive benefits package: Medical, Dental, Vision, Life, Disability, FSA, and Pet Insurance 
• Generous paid time off, paid holidays, and parental leave 
• Fitness and tuition reimbursement programs 

Essential Duties & Responsibilities

• Manage customer orders (open order report, order confirmation, queries, and delivery investigations), escalations, inquiries & disputes.  
• Resolve complex customer questions, complaints, and requests (order tracking, availability checks, late delivery notifications, back-order notifications, and resolve problems related to shipment of products, returns, credits and new orders.  
• Effectively utilize and manage customer portals and leverage it to improve communication, collaboration and efficiency.  
• Build loyal relationships with customers by understanding and supporting their needs, follow through with your commitments, and provide high quality customer service.  
• Assist consumers and address queries related to product questions and usage.  
• Accounts receivable reconciliation and challenge unjust deductions.  
• Proactively multi-tasks and assists with the Sales team to ensure timely delivery.  
• Serve as the liaison for assigned accounts with stakeholders.  
• Close cooperation with the Sales team and Warehouse Operations to ensure smooth delivery of products to the customers.  
• Actively participate in weekly meetings, projects, and initiatives.  
•     All other duties may be assigned as necessary.  

Required Qualifications

• At least 3+ years of Customer Service and order management experience.  
• Experience with supply chain/logistics, and inventory levels.  
• Competency in Microsoft Office Suite applications, especially Excel.  
• Ability to multi-task, organize, and prioritize work.  
• Experience with ERP systems.