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!

SUMMARY:

Provide superb service while building strong relationships with our customers and internal team members. Input customer’s purchase orders and returns accurately and in a timely fashion.  Research and process short pays. Revise database and pending order when up-to-date information is discovered.

RESPONSIBILITIES:

• Accurately input and process received Purchase Orders in a timely manner.
• Verify the accuracy of EDI orders, including ship dates, ship-to locations, pricing, and item quantities.
• Update confirmed and requested ship dates within the D365 system as needed.
• Inform customers and the PBI sales team of any revisions to ship dates caused by internal or external order holds.
• Collaborate with carriers to obtain Proof of Delivery (POD) documentation.
• Work with PBI Logistics and Warehouse teams on returned materials to ensure thorough completion of credits and RMAs.
• Address and resolve customer complaints promptly and professionally.
• Assess customer credit requests for accuracy and assist the Sales Team and Accounting in resolving payment issues, providing necessary documentation to challenge unjust deductions.
• Develop and maintain relationships with key account contacts under the direction of the Key Account Manager's business plan.
• Define and implement Key Account Specific KPIs that align with customer directions and PBI's overall strategy.
• Strive to achieve “Best in Class" customer experience, focusing on 100% On-Time In-Full (OTIF) deliveries to differentiate PBI from competitors.
• Consistently follow established processes and procedures.
• Engage in self-development and training for personal and professional growth.
• Work with customers to increase orders to prepaid limits.
• Work with Regulatory to obtain correct License for customers to ship order.
• Provide coverage for the front desk and phones during breaks and PTO.
• Participate in the weekly CSR meetings to share updates and ensure everyone is informed of any trends.
• Regularly update the customer information sheet to maintain accurate and current records.
• Engage customers to enhance prepaid orders and strengthen house account relationships.
• Assist other departments with special projects as needed.

QUALIFICATIONS AND REQUIREMENTS:

• Education:  High school diploma required; some college preferred or equivalent work experience.
• Experience: 5 years customer service experience.
• Excellent verbal and written communications skills.
• Ability to ensure accuracy while working in a fast-paced environment.
• Competitive
• Good math aptitude
• Work with a sense of urgency and multitasking skills.
• Strong problem-solving skills and the ability to look at the “big picture.”
• Ability to upsell.
• Travel required in this position: 0-10%

If you are a California resident, you have rights under the California Consumer Privacy Act (CCPA).

Please see our CCPA disclosure for more information.