Customer Service Specialist

PBI-Gordon Corporation • Hampshire, IL • 3d ago

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.

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