Biocair is an expert in temperature-controlled life sciences logistics, having been providing pharmaceutical professionals, researchers and scientists with industry-leading cold chain solutions for over 35 years. We move time and temperature sensitive shipments which really make a difference to people’s lives be that through vaccines or our growing Cell & Gene Therapy business and with approximately 550 employees we operate globally across more than 160 countries, via multiple locations and are opening more each year. The company has grown significantly in the last 5 years and this is the key driver for this role. There has never been a better time to join us and help Move Science Forward!
Job description
A wonderful opportunity for someone looking to join a growing company in a fast paced, challenging and rewarding role based out of out Frankfurt office. Reporting to the Operations Manager, this role will be to deliver the highest quality service in our industry by ensuring all shipments are managed in the most efficient, safest and cost-effective way.
**Please note we can accept applications from candidates who could be based at our Berlin or Hamburg offices.
Responsibilities:
Imports
- Act as the point of contact for overseas offices and agents on shipments importing into the DE.
- Collation of import Pre-Alert including paperwork checks. Reverting to sending station when needed to request amendments or additional information needed in order to clear shipments.
- Liaising with customers and Biocair’s broker to ensure all import declarations are completed accurately in accordance with DE regulations and in an expedited fashion.
- Monitoring all imports to ensure they are stored correctly and in accordance with the temperature requirements of the product.
- Interaction with the airline handling agents to arrange repack / intervention when necessary to maintain temperature validation. Identify potential issues and delays. Put pre-emptive measures in place to ensure service levels are met and the customer is advised as appropriate.
- Work with the operation and transport teams to guarantee delivery of all imports take place within customer expected timescales and in the most cost-effective way using the correct transport options available.
Customer Service
- Manage the end to end shipment process for research samples, clinical trials medicines and other pharmaceutical and healthcare related products, on a worldwide basis:
- Gather comprehensive customer and shipment requirements.
- Design appropriate, compliant, and cost-effective routing solutions.
- Provide the customer with regular, accurate and timely updates on shipment status.
- Handle customer complaints promptly and effectively from receipt to resolution.
- Ensure correct and timely completion of all post-shipment tasks, including but not limited to:
- Retrieving temperature monitor data and returning this to the client.
- Arranging return logistics for reusable packaging and at customer request.
- Providing chain of custody details to the customer for specialist shipments.
- Receiving feedback from the consignee and following up directly to resolve any issues or questions, escalating where appropriate.
Operations
- Book consignments with airlines via on-line portal, email or phone.
- Print all documentation required to facilitate transit, appropriate to the shipment.
- Work with overseas offices/ agents to arrange collections, customs clearance and deliveries.
- Proactively monitor the status of shipments and identify and deal with any issues as they arise or escalate appropriately.
- Ensure all Dangerous Goods shipments are correctly classified, have the correct documentation and that the route solution is appropriate designed.
- To perform out of hours on call duties on weekdays and weekends as part of a rota system.
Skills, Experience and Education:
Essential
Must have experience of working within one or more of the following areas:
- Previous working experience of an Airfreight Import role, including arranging customs clearance, recovery and delivery of shipments from both within and outside the EU.
- Up to date knowledge of global customs procedures.
- Cold chain or time sensitive multimodal freight forwarding.
- Pharmaceutical industry, ideally within logistics or related area.
- Highly customer orientated role with experience of successfully managing client & supplier relationships.
Desirable
- Demonstrated customer interaction via phone, email and face to face.
- Valid Dangerous goods qualification.
- Degree level or equivale