Customer Service Specialist
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 Specialist 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.
- Ability to interface cooperatively with the customer service team and all related departments.
- Ability to remain calm under pressure and work in stressful situations to promote good customer relations both within and outside the company
Work Environment & Culture
PBI-Gordon Companies offers a collaborative, employee-owned environment where accountability, partnership, and continuous improvement are valued. Team members are encouraged to contribute ideas, develop professionally, and grow their careers alongside the business.
Equal Opportunity Employer
PBI-Gordon Companies is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees.
Ready to Apply?
If you're passionate about customer order management, building strong customer relationships, and working cross-functionally to ensure smooth delivery, we'd love to hear from you.
Apply today to join an employee-owned organization focused on high engagement and exceptional customer experience.
The pay range for this role considers a wide range of factors including but not limited to: skill sets, experience and training, licensure and certifications, geographical location, and other organizational needs.
The estimated pay range for this role is $21.85/hr. Min to $32.78/hr. Max per year.
Additionally, you will be eligible to participate in a bonus program associated with this specific role.
PBI-Gordon Companies and its subsidiaries are proud to offer a comprehensive benefits package to eligible, full-time employees who work 30 hours per week or more. Full-time employees will become eligible to participate in benefits on the first of the month following their start date, unless stated otherwise below. (Note: Interns do not qualify for eligibility.)
Medical Insurance
We are committed to helping you and your dependents maintain health and wellness by offering voluntary, competitive medical insurance and prescription drug plan options.
Dental Insurance
Choose from two voluntary dental plans that are designed to help protect you and your dependents’ oral health.
Vision Insurance
Our voluntary vision insurance plan is designed to help protect you and your dependents eye health. Coverage is available for eye exams, frames, lenses, and contact lenses. Employee owners are responsible for 100% of the cost of this plan.
Life Insurance with Accidental Death & Dismemberment (AD&D)
We offer a company-paid $50,000 life insurance policy with AD&D. You also have the opportunity to purchase additional life and AD&D insurance for yourself, your spouse and/or your dependent children. The cost for this coverage is based on the amount you elect and your age.
Short- and Long-term Disability
Our company-paid short-term and long-term disability plans to provide income replacement in the event you are not able to work due to illness or injury. Short-term disability will provide 70% income replacement up to $1,350 per week and long-term disability will provide 60% income replacement up to $5,000 per month.
Employee Assistance Program (EAP)
EAP Services are company paid to benefit all employee-owners and their families. EAP provides up to six free counseling sessions to help you and your family members manage life stressors, solve personal or relationship concerns, and achieve your goals.
Flexible Spending Account (FSA)
Flexible Spending Plans offer employee-owners the option to set aside pre-tax monies into a medical reimbursement or dependent care account to help pay for out-of-pocket medical, dental or vision expenses or day care costs. The maximum contributions are determined by the IRS and adjusted annually. This is a use-it-or-lose-it account, meaning any funds remaining in the account following the close of the plan year will be forfeited.
Pet Insurance
We love our pets! Pet insurance options for your furry friends is offered through the ASPCA. Employee-owners can enroll and pay premiums directly to ASPCA.
Paid Holidays & Paid Time Off (PTO)
Everyone needs time off to rest and recharge! Paid time off includes Regular PTO, Personal PTO, and specified paid company holidays. *The amount of paid time off (PTO) depends upon the employee's position and years of service.
Employee Stock Ownership Plan (ESOP)
We act like we own the company because we do! An ESOP provides employees with an ownership stake in the company. It’s an additional form of compensation directly tied to PBI-Gordon Companies financial success. All regular employees are eligible to participate in the ESOP the first of the month following 30 days of service. PBI-Gordon Companies contributes approximately 18% of total compensation annually with a six-year vesting schedule. Our ESOP is more than a benefit, it is a key part of a culture, and it can provide significant rewards in retirement!
401(k) Retirement Savings Plan
Saving for retirement is one of the most important financial decisions you can make. We offer a 401(k)-retirement savings plan to assist employees with this important financial goal. New employee owners are eligible to participate the first of the month following 30 days of employment. We provide a company match of 100% up to 3% deferral with a three-year vesting schedule.
Fitness Reimbursement
We believe regular exercise helps improve overall health and job performance. PBI-Gordon will reimburse up to a maximum of $300 annually for gym/fitness memberships.
William Everett & Mary Ellen Mealman Scholarship Fund
Children or grandchildren of employee-owners may apply for a scholarship under the William Everett & Mary Ellen Mealman scholarship fund. Applicants are awarded based on financial need, academic achievement, and involvement in extracurricular/community activities.
Tuition Reimbursement
After one full year of employment, employee-owners are eligible for tuition reimbursement for bachelor’s level coursework related to their current job or any future job offered at PBI-Gordon Companies.
Parental Leave
Company paid parental leave is offered to employee-owners following the birth of a child or the placement of a child with an employee in connection with adoption, foster care, or surrogacy. This policy will run concurrently with Family and Medical Leave Act (FMLA) leave, as applicable.
If you are a California resident, you have rights under the California Consumer Privacy Act (CCPA).
Please see our CCPA disclosure for more information.
Employment is contingent upon and may not begin until the successful completion of a pre-employment background check and drug screen. PBI-Gordon and its subsidiaries participate in E-Verify to confirm the identity and employment eligibility of all persons hired to work in the United States. For more information about E-Verify, including your rights and responsibilities, please visit the E-Verify Website.