In this role, you will manage and monitor Key account Customers and ensure compliance with all agreed company policies. You will also ensure that the needs of QuickSTAT customers are being satisfied consistently and that excellence in customer service is promoted throughout the organisation while working collaboratively with Operations and Sales.
How you create impact
- Build and maintain strong relationships with key clients to ensure high levels of customer satisfaction and service delivery.
- Monitor daily shipment activity, provide live shipment updates, and maintain overall operational awareness.
- Prepare and distribute client reports, KPI reports, QBRs, and investigation reports in line with client requirements.
- Monitor client profit and loss accounts to maintain agreed profitability levels and support commercial performance.
- Maintain and update internal systems, including QuickTRAC, customer records, special instructions, and Outlook contact groups.
- Support customer service operations by assisting with live bookings, collection orders, customs approvals, quotations, pricing requests, and shipping queries.
- Attend client meetings both on-site and internationally, providing shipment-specific updates and resolving client concerns.
- Identify opportunities to improve service quality and productivity, escalating client issues to management and supporting cross-functional teams as required.
What we would like you to bring
- Proven experience in biopharma or specialist courier operations with strong customer service exposure
- Comprehensive knowledge of courier and freight operations, including import/export, warehousing, and transport
- Strong understanding of temperature-controlled packaging solutions for pharmaceutical logistics
- Knowledge of country-specific regulations governing pharmaceutical importation and exportation
- Solid grasp of global geography, time zones, and transit milestones
- Proven problem-solving, negotiation, and decision-making skills, with the ability to perform under pressure
- Demonstrated leadership, planning, and team-motivation abilities, with strong communication skills
What's in it for you
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
QuickSTAT Customer Relationship Manager in City of London employer: Kuehne Nagel
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