Customer Support Representative

Date: Feb 23, 2021

LOCATION: Plymouth, MN, US

Company: Pelican Products, Inc.

We Build Careers as Strong as Our Products


Pelican 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 ProEnvision 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.  


Pelican BioThermal has seen phenomenal growth in recent years and 2021 is expected to bring continued success and rapid growth as we expand our service offerings around the globe.  We are looking for a highly motivated Customer Support Representative to join our sales team.  This role is a vital link to our customer base and internal departments.  The primary responsibilities will be to manage new account set ups and the sales order management process as well as the communication of customer order status and delivery dates.  This position will be responsible for ensuring strong customer relationships are built and maintained by offering a ‘world class’ level of customer service.


Pelican provides a very competitive compensation and benefits package with opportunities for personal and professional growth.  Get in on the ground floor with Pelican during these very exciting times of rapid growth, new products, and new markets!  Specifics of the position and qualifications are listed below:


Primary duties and responsibilities:


  • Create customer accounts, process credit approvals, and complete customers’ supplier qualification forms.
  • Maintain the sales order management process and communicates with operations and customers in relation to their orders.
  • Coordinate the entire order process, processing customer orders and being responsible for all customer communication in relation to their orders.  Maintains electronic file records for transactions.
  • Create order acknowledgements and confirm delivery dates with customers and updates SAP as needed.  Communicate Advanced Shipping Notification (ASN) to customer.
  • Coordinate with internal and external sales team and other operational departments to ensure customer expectations are set and achieved.
  • Create sales orders and manual debit and credit notes as required.    
  • Assist in the return merchandise authorization (RMA) process. 
  • Respond promptly and positively to all incoming customer service department calls and emails.
  • Support intercompany orders and warranty claims.
  • Attend regular weekly production meetings to support/manage customer expectations.
  • Responsible for customer concerns and complaints, including but not limited to recording, and responding to all issues raised by the customer and making decisions in relation to corrective and preventative actions.  Troubleshoots problems and relays concerns to cross functional colleagues and manager.
  • Ensure customer information is recorded correctly and customer expectations maintained.
  • Follows company policies and practices as outlined in the Employee Handbook, AWAIR and/or applicable employment agreement. Follows safety guidelines and procedures in accordance to the job.
  • Perform other administrative duties and support the customer service and sales departments as needed.


Job requirements:


  • High School Diploma or equivalent specific experience in a customer service role.
  • Minimum  1 year of experience in a manufacturing or packaging industry.
  • Must be proficient with Microsoft office applications such as Word, Excel, and Outlook.
  • Knowledge and experience using electronic order processing software.
  • Must have excellent verbal and written communication skills.
  • Requires exceptional attention to detail and accuracy.
  • Must have strong problem solving, documentation, research and resolution skills.
  • Must have the ability to handle sensitive information with discretion and confidentiality.
  • Ability to prioritize and effectively handle multiple tasks independently under minimum supervision.
  • Excellent analytical, organizational and negotiation skills. 
  • Must be able to interact effectively and diplomatically with all company employees 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 team work ethic.
  • Customer focused, with a pro-active approach towards meeting customer expectations.


Preferred qualifications:


  • Previous work experience in sales support.
  • Knowledge and experience using SAP.


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 interact effectively and cooperatively with employees at all levels.
  • Must have the ability to complete assignments within the timeframe specified by the Manager.
  • Must be flexible regarding working hours and overtime.  Must be able to work overtime on evenings and weekends, with or without advance notice.
  • Must be able to operate in a fast-paced environment.


Physical requirements and working conditions:


While performing the duties of this job, the employee is frequently required to execute regular physical activities within the company areas (i.e. standing, walking, and sitting).  Ability to occasionally lift and/or move up to 15 pounds.  This position requires prolonged sitting, computer and phone usage, and repetitive movements with hands and wrists.



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.

Nearest Major Market: Minneapolis

Job Segment: Customer Service Representative, Engineer, ERP, SAP, Customer Service, Engineering, Technology