Senior Customer Service Representative

Scanlan International, Inc., is a medical device company specializing in the highest-quality surgical instruments. Now in our fourth generation, the Scanlan family continues its dedication to providing the best surgical instrumentation available anywhere in the world. We are seeking a Senior Customer Service Representative to join our organization and continue this commitment. The Senior Customer Service Representative 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. This position utilizes expert knowledge in customer service processes, professional communication, effective problem-solving, and training skills to support customers with complementary skills in the management of international customer relationships and logistics. This position is based out of our headquarters office, south of downtown St. Paul. We welcome an on-site work environment Monday through Friday. The hours for this position is 8:00AM – 4:30PM. This position reports to our Customer Service Manager. What You’ll Do In This Role Customer Account Management – Domestic and/ or International - 35-50% of the time 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. International Logistics and Export Documentation – International Accounts - 0-25% of the time 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. Order Processing & Fulfillment – 20% of the time 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. Customer Service Excellence & Problem Resolution – 10% of the time 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. Team Support & Training – 10% of the time 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. Administrative and Other Duties – 5% of the time 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. The Experience, Skills and Abilities Needed: Required Education: High School Diploma or equivalent. Experience: 5+ years of customer service, account management, order management, or international customer support service 2+ years of export, international trade, or…

View the full posting and apply