Air Logistics Healthcare Customer Care Specialist

Kuehne + Nagel; Staines-upon-Thames; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading logistics provider in the UK seeks an experienced professional for biopharma courier operations. This role involves processing consignment orders, managing client communications, tracking consignments, and ensuring compliance with policies. The ideal candidate has a strong customer service background, experience in logistics, and knowledge of temperature-controlled packaging. The company offers attractive rewards and benefits, including a pension plan and access to wellness resources.

Benefits

Pension plan

Route 2 Rewards scheme

Employee assistance programme 24/7

Qualifications

• Experience in specialist biopharma courier operations or related logistics.
• Strong customer service skills and client relationship management.
• Knowledge of pharmaceutical regulations and packaging solutions.

Responsibilities

• Process consignment orders via various communication methods.
• Manage approvals for consignments to non-EU locations.
• Provide continuous updates on shipment status and resolve issues.
• Monitor client communications and ensure timely responses.
• Track consignments and provide accurate transit updates.
• Calculate requirements for temperature-controlled shipments.
• Ensure compliance with company policies and quality standards.

Skills

Experience in specialist biopharma courier operations

Strong customer service background

Excellent understanding of world geography

Knowledge of temperature-controlled packaging solutions

Strong problem-solving abilities

Excellent communication skills

Job description

Overview

Kühne + Nagel (AG & Co.) KG

In this role, you’ll collaborate closely with internal teams, ensure full compliance with industry standards, and help maintain the highest levels of client satisfaction. If you thrive under pressure and enjoy solving complex logistical challenges, this position offers an exciting opportunity to grow your expertise.

How you create impact

• Process consignment orders via email, phone, and our online booking portal, including routing, service classification, deadline setting, and job order creation.
• Manage the green‑light approval process for consignments destined for non‑EU locations.
• Provide continuous shipment status updates, including follow‑ups on customs delays, flight issues, PODs, additional charges, and resolutions.
• Monitor and action client communications through shared mailboxes.
• Track and trace consignments, ensuring timely and accurate updates throughout transit.
• Calculate and arrange temperature‑controlled packaging and logger requirements.
• Ensure full compliance with company policies, procedures, and quality control standards.
• Collaborate with pricing, customer relationship, and key account teams to support quotations, bookings, and client inquiries.

What we would like you to bring

• Experience in specialist biopharma courier operations or related courier/freight logistics (import/export/warehouse/transport).
• Strong customer service background with the ability to build and maintain client relationships.
• Excellent understanding of world geography, time zones, and transit milestones (COB/POD).
• Knowledge of temperature‑controlled packaging solutions and pharmaceutical import/export regulations.
• Strong problem‑solving, negotiation, and teamwork abilities, with the capacity to work effectively under pressure.
• Excellent communication, time‑management, decision‑making, and organisational abilities.
• Flexibility, initiative, and the ability to lead or motivate others when required.

What's in it for you

If you would like to become a valued member of our team, we will make sure that you’re rewarded for your commitment and expertise. You can join the contributory Kuehne+Nagel pension plan and enjoy our Route 2 Rewards scheme, which offers everything from discounts, benefit information, recognition and its own wellbeing centre. We care for our colleagues (and their immediate family) with our employee assistance programme providing access to 24/7 GP, legal and financial advice along with mental health counselling. All of this to help you live a happier and healthier life. As proud holders of the Gold Covenant, we are a forces-friendly employer who recognise the skills, expertise and value service leavers bring to our organisation.