Quick Air Logistics Healthcare Customer Care Specialist

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As an Air Logistics Healthcare Customer Care Specialist with QuickSTAT, a Kuehne+Nagel company, you will be at the center of that process. You will work directly with clients and internal teams to coordinate time-sensitive healthcare shipments from booking through delivery, solve problems as they arise, and keep customers informed every step of the way. This is a fast-paced role for someone who enjoys logistics, thrives under pressure, and takes pride in delivering an exceptional customer experience.

How you create impact

In this role, you will manage time-sensitive healthcare consignments throughout the shipment lifecycle. You will coordinate routing, service requirements, deadlines, temperature-controlled packaging, documentation, tracking, and exception management while keeping clients informed and shipments moving.

• Process client consignment orders received by email, telephone, and the Quickonline booking portal, including routing, service classification, deadlines, and job order creation.
• Track and trace consignments throughout transit and proactively provide clients with timely status updates.
• Communicate flight delays, customs delays, proof of delivery, additional charges, shipment exceptions, and resolutions.
• Manage the green light approval process for consignments moving to non-EU destinations.
• Coordinate appropriate temperature-controlled packaging and logger supplies for sensitive healthcare shipments.
• Monitor and respond to client requests through the shared mailbox while balancing multiple priorities.
• Monitor and action special alarms through Quick Track.
• Process client reports and manifests accurately and on time.
• Partner with the pricing team to provide client quotations in a timely manner.
• Work closely with Customer Relationship Managers and Key Account Managers to support bookings, inquiries, escalations, and overall client satisfaction.
• Build trusted relationships with clients through responsive, professional, and solution-focused communication.
• Use phone and email communication effectively to resolve issues quickly and keep shipments moving.
• Ensure all activities are completed accurately and in accordance with company policies and procedures.

What we would like you to bring

You understand that healthcare logistics leaves little room for error. You are organized, responsive, comfortable making decisions, and able to stay focused when priorities change quickly. You enjoy working with customers and know how to communicate clearly when situations become urgent or complex.

• Experience in biopharmaceutical courier operations and customer service.
• Strong understanding of courier and freight operations, including import, export, warehouse, and transportation processes.
• Knowledge of temperature-controlled packaging solutions used for pharmaceutical and healthcare shipments.
• Understanding of country-specific import and export requirements for pharmaceutical products.
• Strong knowledge of world geography, global time zones, and transit milestones such as COB and POD.
• Strong problem-solving, negotiation, and analytical skills.
• Excellent written and verbal communication with the ability to build rapport with customers and collaborate across teams.
• Ability to assess situations, anticipate risks, and make sound decisions in a fast-moving environment.
• Strong planning and organizational skills with the ability to manage multiple shipments, deadlines, and priorities at once.
• A proactive mindset with the confidence to take ownership and move issues toward resolution.
• Flexibility and composure when priorities, schedules, or shipment conditions change.
• Strong teamwork and self-motivation.
• Good numeric and financial ability.
• Proficiency in Microsoft Office.

This position is not eligible for employment visa sponsorship. Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future employer sponsorship.

This role is ONSITE.

What's in it for you

At QuickSTAT, you will work in a specialized area of healthcare logistics where your decisions, attention to detail, and customer service can have a real impact. You will join a global organization with opportunities to deepen your expertise, learn from experienced colleagues, and build a long-term career through training and internal mobility.

Base wage is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data. #LI-AH1

Kuehne+Nagel participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

Artificial Intelligence (AI) tools may be used to assist in specific processes, such as screening applications and interview scheduling. These tools analyze information to support decision-making, but final decisions are made by human reviewers.