Customer Care Coordinator

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Since 1986, Biocair has established a global reputation as a leading GDP logistics specialist within the pharmaceutical, biotechnology and life sciences sectors. Biocair has built up a unique, client-centric approach by employing scientists in front-line logistics positions and assembling a team of best-in-class industry experts in quality, cold chain and regulatory compliance. Biocair focuses on providing the most comprehensive time-sensitive and temperature-controlled logistics services available whilst delivering flexible, tailored, cost-effective solutions to all its clients. It is committed to delivering complete end-to-end logistics solutions through its 24/7 operation and global network spanning across Europe, Africa, Asia and the Americas.

The role of the Customer Care Coordinator is to deliver the highest quality service in our industry by meticulously overseeing every aspect of the shipment process, ensuring that all shipments are managed with the utmost efficiency, safety, and cost-effectiveness while maintaining clear communication with clients, addressing their concerns promptly, and consistently striving to exceed customer expectations through proactive problem-solving and exceptional attention to detail.

Responsibilities will include:

• Act as the first point of contact for all shipping orders and enquiries and ensure that customer interactions are handled in a pro-active and professional manner at all times.
• Manage the end to end shipment process for research samples, clinical trials medicines and other pharmaceutical and healthcare related products, on a worldwide basis.
• Ensure correct and timely completion of all after shipment tasks.
• Develop and maintain a close relationship with existing and potential clients by understanding needs, providing high levels of accurate and timely communication, ensuring complete satisfaction with the service provided and identifying service level improvements.
• Liaise with suppliers to confirm documentation requirements, plan appropriate route solutions and obtain timely updates on live shipments.
• Develop a thorough knowledge of the Biocair supplier network and supplier capabilities to effectively plan routes that meet customer requirements.
• Ensure all Dangerous Goods shipments are correctly classified, have the correct documentation and that the route solution is appropriately designed.
• Handle customer complaints promptly and effectively from receipt to resolution, escalating issues and seeking support from others where required. Take ownership of investigations, root cause analysis and put in place Corrective and Preventative Actions (CAPA’s) providing regular updates to customers and internal stakeholders.
• Build positive working relationships with internal stakeholders and work pro-actively with other teams in the UK and all global locations to deliver excellent customer service.

In addition, you will demonstrate these key competencies:

• Proven experience of working within a customer focused role within Cold chain or time sensitive multimodal freight forwarding or Pharmaceutical industry ideally within logistics or related area.
• Demonstrate effective communication skills, both verbal and written.
• Able to deliver exceptional customer service skills.
• Be a team player with the ability to work on own without supervision when required.
• Be agile and resilient, able to adapt quickly to different situations and shows initiative.
• Demonstrates excellent problem-solving skills and will see issues through to resolution.

Our company values matter, and guide all that we do each day. The successful candidate will be expected to operate in line with them as we strive to be the provider of choice for specialist logistics solutions to the global scientific community; based on the highest levels of care, expertise and precision; enabling our customers to retain absolute focus on research and development.

In return we offer:

• A competitive salary of between £28,000 - £30,000 per annum, depending on experience.
• Discretionary annual bonus scheme.
• A generous non-contributory pension.
• 25 days holiday and the option to buy/sell 5 days.
• Life Assurance.
• Group Income Protection.
• Private Medical Insurance.
• Wellness Programme.

Please note this is a full time role, Monday to Friday, initially starting 08:30 - 17:30 and then onto a rotating shift pattern operating between the hours of 07:00 to 18:00 based at our office in Cambridge (CB22 3EG).

Please note that applications will close on Tuesday 29th April 2025.

This is a UK based role and the right to live and work in the UK will need to be established during the recruitment process. Please note we are not currently a Home Office visa sponsorship licence holder.

Biocair provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Please be aware that we are NOT inviting recruitment agencies to submit candidates for this role and as such any approaches will be rejected. Thank you for your understanding.