Customer Service Supervisor

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!

Customer Service Supervisor

Location: Hampshire, IL

Position Summary

The Customer Service Supervisor is responsible for all functions of our International and Domestic Customer Service team, processes orders for key accounts, challenges customer compliance fines and coordinates with all departments within Pet-Ag including shared resources such as finance, IT, and HR to achieve budgeted annual business and company goals. 

 Essential Duties & Responsibilities  

• Supervises and works with domestic and international customer service representatives. That includes order entry, invoicing, export document preparation, credit requests, customer telemarketing and communications. 
• Supervises the coordination of communications between sales, inventory planning and operations to ensure profitably meets product requirements and deadlines to our customer’s satisfaction.  
• Reviews daily the outstanding order report and coordinates with the head of the Operations and Shipping Departments regarding the potential ship dates for all outstanding orders. 
• Reviews product inventory levels and when in short supply determines order allocations. 
• Challenges select customer fines and penalties. Provides back up documentation to challenge deductions taken due to short or late/early shipments. If credit is justified, complete request form and pass along for authorization and processing. Provides back-up documentation to challenge unjust deductions and disputes them in customer portals. 
• Attends all pertinent Sales, Marketing, Production/Inventory Control, Operations and Logistics company meetings representing the customer service department.  
• Aids customer service team in the resolution of customer issues and helps with customer coordination.  
• Assists Customer Service manager with direct reports in creating annual goals and development plans. Provides performance feedback by creating mid-year and annual performance reviews as well as quarterly goal update meetings.  
• Cross-trains Customer Service Team members and provides succession training. Training includes on-boarding new team members and successfully integrating them from the beginning with the PBI Culture, Mission, and Core Values. 
• Aids in the direction and implementation of all telemarketing activities. 
• Assists with domestic and international customer relations and communications. 
• Other duties as assigned.   

Required Qualifications: 

• 3-5 years of proven experience in a customer service setting.  
• Skills: advanced trouble-shooting and multi-tasking skills, ability to think strategically and lead, ability to analyze data to provide relevant, timely and accurate information that drives informed business decisions 
• Travel required in this position: ​None​ 

Preferred Qualifications

• Associate or bachelor’s degree preferred
• Supervisor/Management experience preferred

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

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 excel at leading customer service teams, resolving complex challenges, and delivering exceptional experiences for customers, we’d love to hear from you.

Apply today to join an employee-owned organization committed to operational excellence, customer partnership, and continuous improvement. 

 

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 $69,437 Min to $104,156 Max per year.

Additionally, you will be eligible to participate in a bonus incentive 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 annuall