Air Freight Healthcare Customer Service Operator

Air Freight Healthcare Customer Service Operator

The Air Freight Healthcare Customer Service Specialist is responsible for managing and coordinating temperature-sensitive and time-critical healthcare shipments via air freight. This role ensures compliance with healthcare regulations, airline requirements, and customer service standards while providing proactive communication and issue resolution for pharmaceutical, medical device, and life-science logistics customers.

Key Responsibilities

• Serve as the primary point of contact for healthcare air freight customers
• Coordinate end-to-end air freight shipments, including booking, documentation, and tracking.
• Manage temperature-controlled shipments (ambient, frozen, Passive, Active)
• Ensure compliance with GDP, IATA, airline, and country-specific regulations
• Prepare and verify air freight documentation (AWB, commercial invoices, packing lists, MSDS, etc.)
• Monitor shipments in transit and proactively address delays, deviations, or temperature excursions
• Liaise with airlines, ground handlers, customs brokers, and internal Network teams
• Provide timely shipment status updates and exception management
• Handle urgent, time-critical, and high-value healthcare cargo with accuracy and discretion
• Support audits, quality checks, and continuous improvement initiatives
• Maintain accurate records in TMS and customer systems

Required Qualifications

• 2–5 years of air freight customer service experience.
• Strong knowledge of air freight operations and Incoterms.
• Familiarity with GDP, IATA, and cold chain logistics requirements
• Excellent communication and customer service skills
• Strong problem-solving and decision-making abilities
• Ability to work under pressure and manage multiple shipments simultaneously

Preferred Skills & Certifications

• IATA DGR Certification
• Knowledge of customs clearance processes

Key Competencies

• Attention to detail
• Sense of urgency
• Customer-focused mindset
• Regulatory compliance awareness
• Team collaboration
• Time management

Working hours

Full-time: 9.00-18.00

Location

UPS SCS Peschiera Borromeo (MI)

Employee Type

Permanent

Seniority level

Entry level

Employment type

Full-time

Job function

Other

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