Customer Service Supervisor

Date: Sep 29, 2021

LOCATION: Leighton Buzzard, BDF, GB

Company: Pelican Products, Inc.






The Customer Service Supervisor is considered as a vital link with our customer base and with other internal departments within the company. The responsibilities are to supervise a small team of 3-4 individuals to deliver the sales order process as efficiently as possible from order through to completion, processing orders into the company’s ERP and CRM system. You will be responsible for ensuring that strong relationships are built and maintained with our customers by offering a ‘world class’ level of customer service, providing courteous attention to phone calls and prompt call distribution within the Customer Service team.  As the team supervisor as well as the core functional roles you will also support the recruitment, training and ongoing performance development and monitoring of the team. You will also be expected to take the lead supporting the Customer Service Team them with any systemic or one-off issues that require additional support from other areas of the business departments or mangers.


What You’ll Do:


  • Leading a team of 3-4 Customer Service Advisors for performance and ongoing support along with conducting activities of a CSA yourself as below……
  • Sales Order entry and processing in company’s ERP system
  • Co-ordination with internal and external sales team and other operational departments to ensure customer expectations are set and achieved.
  • To respond promptly and positively to all incoming calls to the customer service department and to manage all necessary outbound contact with customers.
  • To manage the entire order process, planning and processing customer orders and being responsible for all customer communication in relation to their orders.
  • Reconcile delivery and operational paperwork and filing relating to all customer orders processed.
  • Management of all customer concerns and complaints, including but not limited to recording, investigating and responding to all issues raised by the customer and making decisions in relation to corrective and preventative actions.
  • Site co-ordination and communication of all customer orders managed and dispatched from remote sites.
  • Ensuring all customer information is recorded correctly and customer expectations are set and maintained.


What You’ll Need:


  • Ideally 2+ years in a customer service role. A Diploma in Business Studies or equivalent would be beneficial.
  • Experience of dynamic team working with supervisory or management experience.
  • Experience in a manufacturing or packaging environment advantageous as would experience in sales support.
  • Must be proficient with Microsoft office.
  • Knowledge and experience of using electronic order processing and billing software is required.
  • Excellent analytical, organizational and negotiation skills.  Must be able to operate in a fast-paced organization and handle multiple projects simultaneously within set timeframes.
  • Must have excellent verbal and written communication, with great attention to detail.
  • Must be able to interact effectively and diplomatically with all company personnel under minimum supervision and be responsive to the requirements of department members and other departments with whom interaction is necessary.
  • Must be helpful and polite and with a strong teamwork ethic.
  • Customer focused, with a pro-active approach towards meeting customer expectations.

Bonus Points For:


  • Knowledge and experience of SAP is preferred but not essential.
  • Fluency in a second European language in addition to English an advantage.


Why Join PeliBioThermal ? Here’s a glimpse of Peli’s Perks


  • Generous pension contributions with a competitive match
  • Established reputable brand offering premium products – you’ll be proud to represent Peli!
  • 26 days holiday plus bank holidays
  • Life Insurance
  • Permanent Health and disability Insurance
  • Gym Reimbursement
  • Cycle to work
  • Voluntary medical scheme
  • Free On Site Parking
  • Free Tea, Coffee and fresh fruit provided to all employees
  • Employee discount program on Pelican Products
  • Lucrative employee referral program – get paid to work with your trusted network.
  • And more…




Peli BioThermal is a global leader in providing the life sciences industry with the most comprehensive suite of patented and award winning thermal protection packaging solutions for the safe transport of pharmaceuticals, clinical trials, diagnostics, tissue, vaccines and blood supplies. Our specialized design, engineering and lab testing services ensure clients are fitted with cold chain performance solutions that best fit their purpose. And Pelican BioThermal’ s Credo Prevision track-and-trace software, which allows clients to monitor temperature-controlled packaging inventories throughout the entire end-to-end distribution cycle, ensures clients meet increasing global regulatory demands, manage challenging shipping lanes and unforeseen delays while reliably and confidently tracking critical, high-value payloads around the world.  


Next Steps of the Selection Process:


  • Our hiring team reviews applications and select candidates.
  • We’ll invite candidates to complete a video interview on
  • After the submitted one-way video interviews are reviewed, we’ll invite a final number of candidates for in-person interview(s).



All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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