Customer Service Representative I

We're Hiring: Customer Support Representative I
Location: Maple Grove, MN
Company: Peli BioThermal

About Us: 
Peli BioThermal offers the widest range of temperature-controlled packaging and service solutions to the global life sciences industry. 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.

At Peli BioThermal, your work has a real-world impact. You’ll be part of a team driven by innovation, craftsmanship, and the shared belief that when the mission is critical, failure isn’t an option. If you’re ready to build something that makes a difference, be part of a team that protects what matters most.  

What You'll Do: 

The Customer Service Representative I (CSR I) provides first-level customer support and plays an essential role in ensuring an excellent experience for both internal and external customers. The CSR I is responsible for timely and accurate order entry, basic account management, and professional communication throughout the order process. This entry-level position focuses on developing core skills in customer interaction, SAP and Salesforce systems, and Peli BioThermal product knowledge while supporting the broader Customer Service team.

• Accurately enter and manage standard customer orders and sample requests within SAP and Salesforce systems.
• Answer incoming customer phone calls and return voicemails in a timely and professional manner, providing assistance with order inquiries, product information, and general customer support.
• Respond promptly and professionally to customer inquiries regarding pricing, product availability, order status, and shipping details.
• Communicate proactively with customers to confirm orders, provide updates, and ensure timely resolution of routine issues.
• Collaborate with Operations, Planning, and Logistics teams to monitor order progress and support on-time delivery performance.
• Participate in department meetings, product training, and system workshops to build knowledge and develop within the Customer Service career path.
• Ensure compliance with all company policies, safety procedures, and departmental objectives.
• Perform other administrative duties and projects as assigned by the Customer Service and Sales Support Manager.
• Work schedule start time is either 7:00 AM or 8:00 AM Central Time. This is an on-site role.

What We’re Looking For

• High School Diploma or equivalent required; Associate’s degree in Business or related field preferred.
• Minimum one (1) year of experience in customer service, order entry, or office administration (manufacturing or logistics environment preferred).
• Proficiency with Microsoft Office applications (Word, Excel, Outlook).
• Strong written and verbal communication skills with a professional and courteous demeanor.
• Excellent attention to detail, accuracy, and organizational skills.
• Ability to manage multiple tasks in a fast-paced environment with regular supervision.
• Demonstrated ability to work collaboratively as part of a team.

Preferred Qualifications

• Experience using SAP, Salesforce, or other ERP/CRM systems.
• Previous experience in a manufacturing, logistics, or technical customer service environment.

Additional Information

• Actively supports and complies with Peli BioThermal’s objectives, guidelines and commitment to Quality and Safety, with an emphasis on continual improvement.
• 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 advanced notice.
• Must be able to operate in a fast-paced environment and handle multiple projects simultaneously.

What’s In It For You: 

Join a company that truly values its employees! We offer a relaxed and casual work environment, a strong commitment to giving back to communities, and a focus on employee satisfaction. With regular opportunities to share feedback with leadership and structured performance evaluations, we ensure that your voice is heard and your growth is supported.

• Competitive paid time off plans/Holiday pay/extra vacation purchase opportunities

• 401k plan – with immediate match  

• Great Benefits – several options including Pet insurance for our animal lovers. 
• Health Savings Account Contribution

• Wellness Discount Program 

• Global Mental Wellness Program 
• Quarterly Employee Celebration Days
• Peer to Peer Recognition Program
• Service Recognition Program

• Amazing employee discount program on Pelican Products, Pelican branded apparel and gear 

• Employee referral program – get paid to work with your trusted network.  

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

• And more…  

What you may be doing:

• 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 frequently 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 40 pounds.

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.

Pelican Products, Inc. is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.