Customer Service Consultant

Cencora • Permanent • Remote (Edinburgh, City Of Edinburgh, Scotland, United Kingdom) • 1d ago

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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