RMS Call Center Agent

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 fulfill 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.

About the role

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.

Responsibilities

• 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.
• Cook up 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.
• Maintain high 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.

Requirements

• 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.
• Able to work effectively in a fast-paced environment.
• Experience working with customer databases or CRM systems is preferred.
• Able to work independently while contributing to a team environment.
• Flexibility on schedule start times: 8am, 9am, 10am.

What's In It For You

• Join a company that values innovation, sustainability, and employee development.
• 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.
• A collaborative and inclusive work environment.

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, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.