Customer Service Consultant

World Courier, a Cencora company, is a global leader in specialty logistics — trusted by the world's leading pharmaceutical and biotechnology companies to transport life-changing therapies around the world. From cell and gene therapies to direct-to-patient & clinical trial supplies, we move what matters most, with precision, care, and purpose. Location & Working Pattern Location: Edinburgh — fully office-based for the first 6 months, then transitioning to a flexible hybrid working pattern. Hours: Monday to Friday, 8-hour shifts on a rotational basis between 07:00 and 21:30. Most shifts fall between 08:00 and 18:00, though flexibility across the full window is required. About the Role As a Customer Service Consultant, you'll be the primary point of contact for our clients — guiding them through every stage of their shipment journey, from initial enquiry and quoting through to booking, real-time tracking, and delivery. You'll work with some of the most complex and time-sensitive logistics in the world, including temperature-controlled cold chain shipments and specialist services such as Direct to Patient and Cell & Gene Therapy. This isn't a typical customer service role. You'll be making real operational decisions, determining routing, selecting transport modes, monitoring shipment conditions, and coordinating across a global network — all while keeping clients fully informed and confident. Within your first year, you'll complete a IATA Dangerous Goods by Air qualification. No prior industry knowledge is required. We will provide full training and support your development from day one. Key Responsibilities * Act as the primary client contact for all shipment enquiries via phone, email, and customer portal * Receive, process, and update bookings across our Transport Management System and integrated platforms * Make routing and transport decisions to maintain temperature control, security, and regulatory compliance * Monitor and proactively communicate shipment status to clients, particularly regarding delays or temperature excursions * Coordinate with internal departments and global offices to ensure smooth end-to-end execution * Produce and issue quotations for individual and study-based shipments, in line with internal approval processes * Escalate outstanding activities appropriately and follow internal escalation pathways * Handle customer invoicing queries and coordinate with regional financial teams to resolution Skills & Experience Essential: * Customer service or client-facing experience — any sector considered * Excellent written and verbal communication skills * High attention to detail and ability to remain calm under pressure * Comfortable managing a varied workload across multiple systems simultaneously * Proactive problem-solver who is reliable, dependable, and uses initiative * Flexible approach to rotational shift working Beneficial: * Background in logistics, supply chain, biopharma, or client relationship management * Knowledge of cold chain or temperature-controlled logistics Pre-Employment Checks All successful candidates will be required to complete a Disclosure and Barring Service (DBS) Check and an Aviation Security Check prior to commencing employment. We will guide you through both as part of your onboarding. Why World Courier? * Work with purpose — support the delivery of life-saving therapies to patients worldwide * Salary uplift after 6 months. * Multi-system exposure — build expertise across a range of industry-leading platforms * Healthcare cover and competitive pension scheme * Annual performance related bonus * Employee Assistance Programme

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