Gavin Pankey
Accounts Receivable Accountant out of Mandeville, Louisiana. The person on the customer side of the books — and the one quietly making sure the experience matches the promise.
Gavin Pankey came to Broken Tractor a slightly different way than most of the team. He was working at the consulting firm that does work for Broken Tractor, saw an opening for an A/R role, and interviewed shortly after. A year in, he's the person on the customer side of the ledger — handling transactions, verifying customer information, managing payment collection, and processing returns and refunds.
If you've called Broken Tractor about an invoice, a payment, a credit, or a refund, you've probably ended up on Gavin's line. He's also the person Dominick (the Financial Controller) escalates customer billing questions to directly — the kind of trust that doesn't come automatically with the title.
What the A/R side of the house actually looks like
Gavin handles every transaction between Broken Tractor and the customer, whether they're on credit terms or paying upfront. He manages the customer accounts, verifies their information, and verifies the collection of their payments. He also handles returns for inventory purposes and refunds when something doesn't go right.
It's the kind of work that's invisible when it's done well — which is exactly the bar he holds himself to. Customers shouldn't have to think about their account. They should just know the right amount got charged, the credit landed when it was supposed to, and if they have a question, somebody real picks up the phone.
What he's working on improving
"I genuinely enjoy improving the work-flow processes I do religiously as the A/R Accountant, and always improving our customer experience."
That's an unusual sentence to hear from somebody on the books side. Most A/R folks are happy if the day's reconciliation lines up. Gavin treats the workflow itself as the thing to improve — which is why he's also asking customers (and their A/P teams) to keep him in the loop on email changes, position changes, and contact updates. The smoother the information flow on the customer end, the smoother the experience on his.
The Broken Tractor pull quote
"Most customers don't realize Broken Tractor isn't a big conglomerate — it may seem that way looking at our pricing or range of parts available. But on the contrary, I think it gets proven through our prompt customer service and care for each order, every time."
That's probably the truest sentence anybody on the team has written about the company. Broken Tractor reads big from the outside — the catalog, the inventory depth, the dealer accounts, the international shipping. From the inside, it's still a small group of people who actually pick up the phone, actually call the customer back, and actually care if the order was right. Gavin's job is making sure the back-of-house feels the same way the front-of-house does.
Off the clock
Gavin is genuinely doing the most. Outside of his role at Broken Tractor, he's a part-time accountant at a medical device company, a part-time soccer coach in Baton Rouge, and currently pursuing his CPA license. Easygoing, athletic, team player — those are the three words he uses to describe himself. After looking at the schedule, the "easygoing" part might be the most impressive of the three.
Question about an invoice, a payment, or a refund?
Gavin's the right call. He'll dig into the account, find the answer, and get back to you — the same way the sales floor handles a parts call.
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