Customer Service Specialist (f/m/d)

Pharmaceutical Air Freight & Customs (GDP)

What we are looking for

Do you thrive in a fast-paced and dynamic environment? If so, we have an exciting opportunity for you! We are a leading Pharma Logistics Company near Frankfurt Airport, providing customized cold chain logistics, warehousing, and customs clearance for the pharmaceutical industry. We're seeking a highly motivated and customer-oriented individual to join our team as a Customer Service Specialist. You will be the primary point of contact for our valued customers and partners. You will play a crucial role in ensuring their satisfaction by providing prompt and effective assistance with their inquiries, orders, and concerns.

Key Responsibilities & Duties

• Adhere to relevant regulatory standards in pharmalogistics and customs procedures.
• Operational handling of pharmaceutical-sensitive air freight shipments (import & export)
  •  Customs clearance of temperature-controlled, time-critical and regulated pharmaceutical goods
  • Preparation, review and processing of import and export customs declarations (ATLAS)
  • Execution and monitoring of T1 transit procedures
• Order intake via all common communication channels
• Organize your shipments – from preparation in the warehouse and customs warehouses under GDP aspects, to booking the dispatch and ensuring smooth routing with international partners
• Ensuring GDP-compliant process handling throughout the entire supply chain
• Monitoring temperature requirements, transit times and handling instructions
• Review and management of shipment-related documents (eg commercial invoice, packing list, AWB, temperature logs, releases/approvals)
• Identify opportunities for process improvements and actively contribute to enhancing the customer experience.
• Close with custom coordination authorities, airlines, handling agents, warehouse operators and customers
• Monitoring customs status, releases and critical deviations
• Escalation management and handling of temperature excursions, delays and customs holds
• Ensure up-to-date documentation in compliance with GDP, SOP and audit requirements

Professional Requirements (Must-have)

• Completed vocational training as a freight forwarding and logistics services clerk or comparable qualification
• Several years of professional experience in air freight handling of pharmaceutical or healthcare shipments
• Proven experience in customs operations, especially:
  • Import and export customs clearance
  • T1 transit procedures
  • Temporary storage (bonded warehouse)
  • Customs warehousing
• Very good knowledge of customs and foreign trade law
• Confident handling of ATLAS
• Solid knowledge of GDP guidelines (EU GDP Guidelines)
• Experience in handling temperature-sensitive shipments (2–8 °C, 15–25 °C, frozen)
• Clean background record for employment in the air cargo security sector (background/security clearance – ZVÜ/ZÜP)

Professional Requirements (Nice to have)

• Experience with GxP-regulated products (pharmaceuticals, biotech, cell & gene therapy)
• Knowledge of temperature-controlled packaging systems (passive / active)
• Experience in handling temperature data loggers
• Knowledge of AEO, TAPA or GDP audit processes
• Experience with SAP GTS, CargoSoft, Dakosy or comparable systems
• Training or certifications in GDP / pharmaceutical logistics
• Experience in handling dangerous goods (DG)

Personal Competencies

• Customer-oriented mindset with a genuine desire to help and satisfy customers
• Fluent in English & German (both written and verbal) with exceptional communication skills
• Committed team player with a hands-on mentality and ability to work independently
• Advanced MS Office skills
• Very high awareness of quality and compliance with a strong attention to detail and accuracy
• Fast and confident decision-making in case of deviations and escalations with the ability to work under pressure in time-critical situations
• Experience in logistics and customs, particularly within the pharmaceutical industry, is highly advantageous

What we offer:

• Challenging tasks and projects combined with a high degree of personal responsibility
• Permanent employment contract and long-term development prospects
• Creative freedom, flat hierarchies, and fast decision-making processes
• Attractive fixed salary

Join our team in Frankfurt and be part of something impactful! Your application is to be sent to career@logistics4pharma.de in PDF format. We are looking forward to meeting you!