RMS Call Center Agent

Pelican•Shepherdsville, KY

About The Position

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. The RMS Call Center Agent is responsible for initiating outbound calls to customers to facilitate the timely and accurate return of reusable packaging. This role plays a key part in supporting the company’s sustainability initiatives by ensuring smooth communication, accurate data management, and exceptional customer service throughout the return process.

Requirements

1–3+ years of call center or customer service experience.
Strong ability to engage with customers in a professional and courteous manner.
Proficiency in Microsoft Office Suite, particularly Excel.
Excellent verbal and written communication skills.

Nice To Haves

Bilingual in Spanish is a plus

Responsibilities

Initiate outbound calls to customers to coordinate the return of reusable packaging, ensuring timely and accurate communication.
Address customer inquiries, provide clear instructions for packaging returns, and resolve any issues or concerns related to the return process.
Update customer records and return statuses in the company’s database, maintaining accuracy and attention to detail.
Follow established protocols for return management, including scheduling pickups, issuing return labels, and coordinating with logistics teams.
Educate customers on the importance of returning reusable packaging and the positive environmental impact of their participation.
Meet or exceed key performance indicators (KPIs), including call volume, customer satisfaction scores, and return completion rates.
Collaborate with colleagues and supervisors to improve processes and ensure alignment with company sustainability goals.
Adhere to all company policies and procedures outlined in the Employee Handbook and/or relevant employment agreements.
Follow all safety protocols and practices related to the job.

Benefits

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…