RMS Call Center Agent

We're Hiring: RMS Call Center Agent

Location: Maple Grove, MN Company: Peli BioThermal

About Us

Peli BioThermal Ltd. offers the widest range of temperature-controlled packaging and service solutions to the global life sciences industry. The company is the recipient of two Queen's Awards for Enterprise: International Trade in 2018 and Innovation in 2017. The company's products ensure that delicate biological materials arrive intact and effective, despite exterior environments. Peli BioThermal is dedicated to developing innovative products designed to fulfil the complex needs of the global life sciences industry. The company's customers benefit from its extensive expertise in ensuring that temperature stability is maintained throughout the distribution chain. The company also offers a complete portfolio of services and software to support end-to-end temperature-controlled packaging asset management.

What You'll Do

As an RMS Call Center Agent, you will support our reusable packaging return program by proactively engaging customers and ensuring the timely return of packaging assets. This role is critical to maintaining customer satisfaction, operational efficiency, and supporting the company's sustainability initiatives.

• Initiate outbound calls to customers to coordinate the return of reusable packaging assets.
• Provide customers with clear instructions regarding return procedures and resolve questions or concerns.
• Update customer records and return statuses accurately within company systems.
• Coordinate packaging returns by scheduling pickups, issuing return labels, and working closely with logistics teams.
• Educate customers on the environmental benefits and importance of participating in the reusable packaging program.
• Meet or exceed established performance metrics, including call volume, customer satisfaction, and return completion rates.
• Collaborate with internal teams to improve processes and enhance the customer experience.
• Adhere to company policies, procedures, and safety guidelines.
• Perform additional duties as assigned.

What We're Looking For

• 1-3 years of call center or customer service experience.
• Bilingual in English and Spanish required.
• Strong customer service and relationship-building skills.
• Excellent verbal and written communication abilities.
• Proficiency in Microsoft Office applications, including Excel.
• Strong attention to detail and organizational skills.
• Ability to work effectively in a fast-paced environment.
• Experience working with customer databases or CRM systems is preferred.
• Ability to work independently while contributing to a team environment.
• Must have flexibility on schedule start times 8am, 9am, 10am.

What's In It For You

Join a company that values innovation, sustainability, and employee development. At Peli BioThermal, you'll have the opportunity to make a meaningful impact while supporting customers around the globe.

• Competitive compensation package.
• Comprehensive medical, dental, and vision benefits.
• 401(k) with company match.
• Paid Time Off and company holidays.
• Employee Assistance Program.
• Global Mental Wellness Program.
• Employee Recognition Programs.
• Employee Referral Program.
• Opportunities for career growth and professional development.
• Employee discounts on Pelican Products and branded merchandise.
• Collaborative and inclusive work environment.
• And more...

How to Apply

Submit your resume and tell us why you'd be a great fit for the role. We look forward to hearing from you!

Peli BioThermal LTD. 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.

Compensation & Benefits: Our compensation reflects the cost of labor across several U.S. geographic markets. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The annual U.S. pay range for this position is listed below. Pay within this range varies by work location and may also depend on your qualifications, job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. We also offer a comprehensive package of benefits, including paid time off, 10 paid holidays per year, medical/dental/vision insurance, company-paid life and disability plans, and matching 401k to eligible employees.