Quickstat Air Logistics Healthcare Customer Care Supervisor

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How you create impact

• Supervise and support daily Customer Care and Air Logistics Operations activities, ensuring seamless execution of time-critical healthcare shipments.
• Monitor shipment status, customer requests, operational dashboards, and call distribution systems to maintain service excellence and timely response.
• Evaluate team workloads and prioritize urgent transportation requirements, ensuring proactive management of pending tasks and service commitments.
• Escalate, investigate, and resolve service disruptions, shipment exceptions, and customer concerns in a timely manner.
• Lead, coach, mentor, and develop Customer Care team members to achieve individual and departmental performance goals.
• Coordinate employee schedules, breaks, and staffing coverage to support a fast-paced, 24/7 operational environment.
• Train and onboard new employees while supporting the development and implementation of training programs and operational best practices.
• Ensure compliance with company policies, quality standards, healthcare logistics regulations, GDP requirements, and customer-specific operating procedures.
• Support the transportation of healthcare, biopharmaceutical, clinical trial, and temperature-controlled shipments while maintaining product integrity throughout the supply chain.
• Apply expertise in temperature-controlled packaging solutions, monitoring devices, and cold chain transportation requirements to support customer needs.
• Collaborate with airlines, carriers, service providers, vendors, and internal stakeholders to ensure successful shipment execution and regulatory compliance.
• Monitor vendor performance and compliance with QuickSTAT standards, procedures, and healthcare transportation requirements.
• Identify operational challenges, implement corrective actions, and recommend process improvements to enhance service quality, efficiency, and customer satisfaction.
• Provide regular feedback and operational insights to management to support continuous improvement initiatives and achievement of key performance indicators.
• Serve as the primary escalation point for customer service and operational issues while fostering a collaborative, customer-focused, and high-performance team culture.

What we would like you to bring

• Associate’s Degree or higher preferred; equivalent combination of education and relevant industry experience will be considered.
• 2-5 years of experience in air freight, courier services, freight forwarding, healthcare logistics, or a related transportation environment preferred.
• Previous leadership, supervisory, or team lead experience within a customer service or logistics operation preferred.
• Experience supporting domestic and international air transportation operations.
• Background in healthcare, biopharmaceutical, life sciences, cold chain, or clinical trial logistics highly desirable.
• Knowledge of temperature-controlled shipping solutions, packaging systems, and shipment monitoring technologies preferred.
• Understanding of import/export procedures, transportation, warehousing, and global supply chain operations.
• Familiarity with GDP (Good Distribution Practice) standards and healthcare transportation compliance requirements.
• IATA Dangerous Goods by Air Certification preferred.
• Strong problem-solving, decision-making, and customer relationship management skills.
• Excellent written and verbal communication skills with the ability to interact effectively across all organizational levels.
• Proficiency in Microsoft Office applications, including Word and Excel.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Knowledge of international and domestic airline routings, geography, and time zones.
• Demonstrated ability to work collaboratively in a team-oriented environment while maintaining a high level of professionalism.
• Must be flexible to work varying schedules, including evenings, weekends, holidays, and on-call situations as business needs require.
• Fluency in English required; additional language skills are a plus.

What's in it for you

At Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. The hourly wage range for this position is between $28 and $33 per hour. 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-SB1

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 process [e.g., screening applications, interview scheduling]. These tools analyze information to support decision-making, but final decisions are made by human reviewers.