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!

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.

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.

Qualifications & Requirements:

• 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

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 $21.22 Min to $31.82 Max per hour.

Additionally, you will be eligible to participate in a bonus program associated with this specific role.

Comprehensive Benefits Package

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, temporary or part-time employees, do not qualify for eligibility.)

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance with Accidental Death & Dismemberment (AD&D)
• Short- and Long-term Disability
• Employee Assistance Program (EAP)
• Flexible Spending Account (FSA)
• Pet Insurance
• Paid Holidays & Paid Time Off (PTO)
• Employee Stock Ownership Plan (ESOP)
• 401(k) Retirement Savings Plan
• Fitness Reimbursement
• William Everett & Mary Ellen Mealman Scholarship Fund
• Tuition Reimbursement
• Parental Leave

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 and drug screen.