QuickSTAT Customer Relationship Manager (maternity cover)

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In this role, you will manage and monitor Key account Customers and ensure compliance with all agreed company policies. You will also ensure that the needs of QuickSTAT customers are being satisfied consistently and that excellence in customer service is promoted throughout the organisation while working collaboratively with Operations and Sales.

How you create impact

• Build and maintain strong relationships with key clients to ensure high levels of customer satisfaction and service delivery.
• Monitor daily shipment activity, provide live shipment updates, and maintain overall operational awareness.
• Prepare and distribute client reports, KPI reports, QBRs, and investigation reports in line with client requirements.
• Monitor client profit and loss accounts to maintain agreed profitability levels and support commercial performance.
• Maintain and update internal systems, including QuickTRAC, customer records, special instructions, and Outlook contact groups.
• Support customer service operations by assisting with live bookings, collection orders, customs approvals, quotations, pricing requests, and shipping queries.
• Attend client meetings both on-site and internationally, providing shipment-specific updates and resolving client concerns.
• Identify opportunities to improve service quality and productivity, escalating client issues to management and supporting cross-functional teams as required.

What we would like you to bring

• Proven experience in biopharma or specialist courier operations with strong customer service exposure
• Comprehensive knowledge of courier and freight operations, including import/export, warehousing, and transport
• Strong understanding of temperature-controlled packaging solutions for pharmaceutical logistics
• Knowledge of country-specific regulations governing pharmaceutical importation and exportation
• Solid grasp of global geography, time zones, and transit milestones
• Proven problem-solving, negotiation, and decision-making skills, with the ability to perform under pressure
• Demonstrated leadership, planning, and team-motivation abilities, with strong communication skills

What's in it for you

If you would like to become a valued member of our team, we will make sure that you’re rewarded for your commitment and expertise. You can join the contributory Kuehne+Nagel pension plan and enjoy our Route 2 Rewards scheme, which offers everything from discounts, benefit information, recognition and its own wellbeing centre. We care for our colleagues (and their immediate family) with our employee assistance programme providing access to 24/7 GP, legal and financial advice along with mental health counselling. All of this to help you live a happier and healthier life. As proud holders of the Gold Covenant, we are a forces-friendly employer who recognise the skills, expertise and value service leavers bring to our organisation.