Customer Service and Sales Support Manager

Date: Jul 28, 2022

LOCATION: Maple Grove, MN, US

Company: Pelican Products, Inc.



Peli BioThermal LLC is a global leader in the design and manufacture of single use and reusable temperature-controlled packaging solutions for the highly regulated pharmaceutical, biotech, and clinical trials industries. Peli BioThermal is a great place to work and offers employees the opportunity to flourish and excel in a high-growth, fast-paced, creative, and exciting environment! We currently have an opening for a Customer Service and Sales Support Manager.


The Customer Service and Sales Support Manager position plays a critical role ensuring an exceptional experience with our largest and most strategic clients.  In this role, the Customer Service and Sales Support Manager will also be responsible for developing and supporting a Best-in-Class Customer Service Organization capable of supporting the present and future growth of the business (with its associated challenges). Directly responsible for developing the customer service teams’ capabilities, structure and talent and executing the agreed strategy.  The Customer Service Manager is responsible for leading the customer service team as well as working cross functionally to develop, design and implement the strategic direction for the U.S. customer service organization.


What You’ll Do:

  • Contributes to the business strategy by identifying, prioritizing, and building the customer service teams’ capabilities, behaviors, structures, and processes across facilities in the U.S.
  • Manages the account support team and is responsible for all management related activities to the account support team.  This includes supporting the ongoing professional development (including recruiting, interviewing, hiring new team members, when appropriate) of the customer support team. 
  • Under the direction of the Director of Sales, creates and implements the structure for support of all customers.  Works with Director of Sales to implement an account assignment strategy designed to meet the needs of customers requiring varying levels of ongoing support.
  • Works with Account Executive to become a strong and easy access point of support for assigned Strategic Customers during the sales engagement and for ongoing support.
  • Works as a liaison between the Account Executive(s) in the field and the sales and engineering/operations team inside company headquarters.  This includes collaborating with internal teams to promptly identify and engage available resources to resolve service problems in a structured and process minded way and in support of Strategic Accounts. 
  • Joins calls with the Account Executives with Strategic Accounts for the purpose of supporting the Account Executive’s selling efforts by helping with information gathering, operational questions, pricing information, etc.
  • Manages assigned in-bound suspect/prospect calls and web email requests.
  • Provides multiple support activities including oversight of order entry process, order tracking and ensuring all necessary client and order paperwork is in and properly handled.  Supports preparation and participation in customer Quarterly Business Review meetings.  Provides support on RFI/RFP requests for assigned accounts.
  • Assists in the transition of a client engagement from sales to order desk, delivery, and operations.
  • Provides support and pricing information to designated company third party distribution partners as they are developed and assigned.
  • Creates and implements standardized processes for customer support activities such as data entry, account setup, and quoting.
  • Creates and implements key performance metrics for customer support team.  Establishes best practices with regards to customer communication and coaches customer support team on these best practices.
  • Develops a complete understanding of industry, product, pricing, and proposal/quoting models.
  • Maintains contact with all clients in the market area to ensure high levels of Client Satisfaction.
  • Builds trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
  • Follows company policies and practices as outlined in Handbook and follow guidelines regarding safety as outline in the AWAIR, and other safety procedures in accordance with the job.
  • Performs additional duties as assigned.


What You’ll Need:

  • BS degree or equivalent level of experience in a technical/complex field.
  • 2-5 years of experience in customer service management or account management.
  • Experience with technical, complex product lines.  Medical, packaging or logistics background preferred.
  • In-depth knowledge of company product and pricing structure.
  • Proficient in computer software such as Microsoft Word, Excel and Power Point.
  • Must have exceptional written, verbal communication, presentation and training skills.
  • Must be detail-orientated, organized, and able to prioritize workload.


Additional Information:

  • Actively supports and complies with Pelican’s objectives, guidelines and commitment to Quality and Safety, with an emphasis on continual improvement.
  • Must be able to operate in a fast-paced organization and be able to manage multiple projects simultaneously.
  • Must be able to interact effectively and cooperatively with employees at all levels.
  • Must have the ability to complete assignments within the time frame specified by the Manager.
  • Must be flexible regarding working hours. Must be able to work evenings and weekends, with or without advanced notice.
  • Ensures that staff is contributing at maximum potential through rigorous hiring practices and an emphasis on training and development initiatives, including coaching and counseling direct reports in their performance and professional development, with authority for approving pay increases, hiring decisions and disciplinary actions in accordance with established workflows.
  • Emphasizes ethical leadership and decision-making to protect Pelican’s brand and reputation.
  • Establishes challenging, productive, and achievable goals for direct reports; measure results by establishing checkpoints to track progress.
  • Must be able to travel, nationally and internationally, as necessary.


Why Join Peli BioThermal? Here’s a glimpse of Pelican Perks…

Generous paid time off plans.

401k plan – with a competitive match.

Tuition Assistance Program.

Established reputable brand offering premium products – you’ll be proud to represent Pelican!

Employee discount program on Pelican Products.

Great Benefits – several options including Pet insurance for our animal lovers.

Wellness Discount Program.

Lucrative employee referral program – get paid to work with your trusted network.

And more…



  • While performing the duties of this job, the employee will be frequently required to execute standard physical activities within the facility areas (i.e. stand, walk, sit, use hands/fingers).
  • While performing the duties of this job, the employee will be occasionally required to execute non-standard physical activities within the facility areas (i.e. climb or balance, stoop, kneel, crouch).
  • Ability to lift and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds.
  • This position requires repetitive hand/wrist activities.

Pelican Products, Inc. is an Equal Employment Opportunity/Affirmative Action employer. 

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.

Job Segment: Sales Support, Facilities, Sales Management, Service Manager, Sales, Operations, Customer Service