Senior Customer Service Representative

Scanlan Int'l • Saint Paul, MN

2d • $23 - $36 • Onsite

About The Position

Scanlan International, Inc., a medical device company specializing in high-quality surgical instruments, is seeking a Senior Customer Service Representative to join their organization. This role 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. The position requires expert knowledge in customer service processes, professional communication, effective problem-solving, and training skills, with complementary skills in managing international customer relationships and logistics. The role is based out of their headquarters office south of downtown St. Paul and operates Monday through Friday from 8:00 AM to 4:30 PM. This position reports to the Customer Service Manager.

Requirements

• High School Diploma or equivalent.
• 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.
• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED