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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