Customer Care Specialist

Kuehne+Nagel; Laleham; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading logistics company in the United Kingdom is seeking a dedicated professional to manage consignment orders and enhance client experiences. You will process orders, ensure compliance with industry standards, and provide updates on shipments. Ideal candidates should have experience in biopharma logistics and strong customer service skills. The role offers a supportive team environment, competitive pay, and numerous benefits, including flexible working arrangements and comprehensive training opportunities.

Benefits

Contributory pension plan

Route 2 Rewards scheme

Employee assistance programme

26 days holidays plus bank holidays

Cycle to work scheme

Childcare vouchers

Qualifications

• Experience in biopharma courier operations or related logistics.
• Ability to build and maintain client relationships.
• Understanding of world geography and transit milestones.

Responsibilities

• Process consignment orders accurately and efficiently.
• Manage green-light approval processes for consignments.
• Provide continuous updates on shipment statuses.

Skills

Experience in specialist biopharma courier operations or related courier/freight logistics

Strong customer service background

Knowledge of temperature-controlled packaging solutions

Strong problem-solving abilities

Excellent communication skills

Job description

Khne + 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 well as our competitive pay rates and superb training opportunities, we also offer a great working environment.

You will be respected and valued if you work for us and have genuine opportunities to progress and develop.

26 days holidays plus bank holidays

2 volunteering days per year

3 x Life Assurance Option if you join the KN Route2 pension scheme

A tailored personal development and training programme.

Trusted and empowered to deliver and be your best.

We are happy to talk about flexible working. Please ask about alternative patterns of work at interview.

Enhanced Maternity / Paternity Leave

Childcare Vouchers

Cycle to work scheme

Discount on high street stores and local supermarkets (Tesco, Asda, Sainsburys & more)

Refer a friend scheme

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