Client Service Specialist

As an ambitious and growing supply chain company, specialising in pharmaceuticals, we are welcoming new clients to our Air Freight and Warehousing departments.

We are looking for a dedicated Client Service Specialist to serve as a primary point of contact for our customers, delivering a professional, efficient, and supportive experience from their first enquiry onward. This role is critical in maintaining customer satisfaction, managing communication, and supporting internal teams to deliver projects smoothly.

Why Choose Frontier:

We are using our innovative model to disrupt the Life Science Supply Chain for one simple reason – the patient. We are growing fast and reward ambition, dedication and results. This is a unique opportunity to join a value driven organisation at an early stage.

Key Responsibilities:

Customer On Boarding

·       Completing due diligence on perspective clients.

·       Overseeing all elements involved in setting clients up on our systems.

·       Coordinate with Sales and Operation teams to ensure new clients and orders are managed correctly.

Order Entry

• Manage the receipt and confirmation of client orders.
• Oversee end‑to‑end order administration and coordination.
• Apply the appropriate Incoterms to protect and support customer needs.
• Maintain clear and timely communication with customers as required.

Document Management

·       Preparation of associated shipment documentation including customs.

·       Adhering to all GDPR and other regulations.

·       Collaborate with clients to uncover gaps and address emerging challenges.

Shipment Tracking

·       Oversee end–to–end claims management.

·       Working closely with third party delivery companies and providing customers with updates regarding deliveries.

Client Management

·       Proactively follow up with customers to ensure satisfaction at key stages of the customer journey.

Act as point of contact for client queries and escalations

Experience:

·       Three to five years of experience delivering client services in Air Freight, warehousing or pharmaceuticals.

·       Strong understanding of customs importing and export procedures.

·       Strong technical proficiency with practical experience using OMS and CRM systems.

Skills:

• Excellent verbal and written communication skills.
• Strong problem‑solving and critical‑thinking abilities.
• Ability to manage multiple tasks in a fast-paced environment.
• Organisational and time management skills.
• Adaptability and willingness to learn.
• Ability to work independently and as part of a team.

Working Environment:

• Supportive, team‑oriented workplace culture.
• Shift patterns may include evening or weekend hours.
• Physically active position involving work in temperature‑controlled areas for pharmaceutical storage.
• Requires successful completion of background checks and aviation security clearances.

Role KPIs

·       Client satisfaction levels.

·       Management of client issues.

·       First Contact Resolution (FCR) performance.

·       Sustaining long‑term client relationships.

·       Accuracy in meeting regulatory and compliance requirements.

- Health Insurance.

- Pension.

- Generous annual leave.

- Oppurtunities for growth.