Customer Service Supervisor

PetAg, Inc.•Hampshire, IL

12h•$69,437 - $104,156

About The Position

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.

Requirements

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

Nice To Haves

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

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.

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
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