Senior Customer Service Representative

Job Description

Job Description

Scanlan International, Inc., is a medical device company specializing in the highest-quality surgical instruments. Now in our fourth generation, the Scanlan family continues its dedication to providing the best surgical instrumentation available anywhere in the world. We are seeking a Senior Customer Service Representative to join our organization and continue this commitment.

The Senior Customer Service Representative is responsible for managing accounts and providing excellent customer service to domestic and international customers, distributors and sales partners in an on-site office environment. This position utilizes expert knowledge in customer service processes, professional communication, effective problem-solving, and training skills   to support customers with complementary skills in the management of international customer relationships and logistics.

This position is based out of our headquarters office, south of downtown St. Paul. We welcome an on-site work environment Monday through Friday. The hours for this position is 8:00AM – 4:30PM. This position reports to our Customer Service Manager.

What You’ll Do In This Role

  Customer Account Management – Domestic and/ or International - 35-50% of the time

• Serve as primary contact for customers, distributors, and sales representatives.
• Build and maintain strong relationships with customers to ensure a high level of customer satisfaction.
• Respond to inquiries regarding products, pricing, order status, shipping requirements, and department policies.
• Act as a liaison between customers and internal departments to ensure customer needs are met. 

International Logistics and Export Documentation – International Accounts - 0-25% of the time

• Prepare and review export documentation, including commercial invoices, certificates of origin, packing lists, and other required shipping documents.
• Ensure compliance with U.S export regulations, Department of Commerce requirements, and international customs regulations.
• Coordinate shipments with freight forwarders, customs brokers, carriers, and logistics providers.
• Assist customers with import/ export documentation requirements and shipment tracking.
• Maintain current knowledge of international trade and shipping procedures. 

Order Processing & Fulfillment – 20% of the time

• Process orders received via email, phone, and EDI.
• Verify order accuracy, pricing, product availability, shipping terms, and export requirements.
• Monitor orders throughout the fulfillment process and proactively communicate updates to customers. 
• Process intercompany and distributor orders. 

Customer Service Excellence & Problem Resolution – 10% of the time

• Manage phones: answering customer service telephone calls and directing calls to appropriate parties in a timely, courteous, and professional manner. 
• Investigate and resolve issues related to orders, shipments, customs documentation, invoicing, and delivery delays. 
• Collaborate with internal teams to resolve customer concerns. 
• Provide professional and timely responses that support long-term customer relationships.
• Identify opportunities to improve customer service processes and efficiencies. 

Team Support & Training – 10% of the time

• Assist with training new and existing team members on customer service processes, product knowledge, and company systems.
• Serve as a resource for account and documentation questions, especially as they relate to international documentation and requirements. 

Administrative and Other Duties – 5% of the time

• Create and maintain customer account records and documentation. 
• Contribute to departmental projects and perform other duties as assigned.
• Open/ close customer service and office areas. 

The Experience, Skills and Abilities Needed: 

  Required

Education:

• High School Diploma or equivalent. 

Experience:

• 5+ years of customer service, account management, order management, or international customer support service
• 2+ years of export, international trade, or global customer service experience.
• Experience managing or supporting customer accounts, distributor relationships, or B2B customer interactions
• Experience with international shipping and export processes and documentation – ACE, shipment portals, etc. 
• Experience working with global distributors and international sales channels.   Experience mentoring or training associates. 
• Experience using ERP systems and computerized order entry processes.

Skills

• Excellent verbal and written communication skills with the ability to communicate effectively across diverse cultures and regions. 
• Expert customer relationship management and problem-solving skills. 
• Strong organizational skills with a strong aptitude for detail and ability to handle multiple priorities in a fast-paced environment. 
• Proficiency in Microsoft Office Suite 

U.S. Work Authorization & Sponsorship 

Scanlan International will not offer sponsorship or take over sponsorship of an employment visa for this position.

Compensation

We are committed to equitable and transparent pay practices. The hourly range for this position is $22.50/hour – 35.96/hour, representing the minimum and maximum of our compensation structure. Starting pay will typically fall between these values and is determined based on factors such as relevant experience, skills, and internal equity. Offers near the higher end of the range are reserved for candidates with exceptional qualifications.

  Comprehensive Benefits Offerings

- Medical, Dental, and Vision Insurance

- Group Life Insurance

- Short-Term Disability Insurance

- Long-Term Disability Insurance

- 401(k) Plan with Company Match

- Workers' Compensation

- Employee Assistance Program (EAP)

- Regular Part-Time Benefit Eligibility

- Training and Development Program

- Tuition Assistance Program

- Paid Time Off, including holidays, floating holidays, vacation, and earned sick and safe time (ESST)

How to Apply?

Scanlan International, Inc. accepts online applications at -us/careers/

Applicants with disabilities who need accommodation to complete the Scanlan International, Inc. application process should contact Human Resources at View phone number on us.fitly.work or email View email address on us.fitly.work.

Scanlan International is an EEO employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Our company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please click the following link to view Federal and E-Verify posters: verify.gov/employees