Job Title: Customer Service Representative

Location: Castle Cary, Torbay Road

Work Pattern: Full Time

Summary of Role

We are seeking a highly organised and customer-focused International Customer Service Representative to support global shipment operations. This role is responsible for coordinating international logistics, managing customer communications, ensuring compliance with import/export regulations, and delivering exceptional service throughout the shipment lifecycle. The successful candidate will act as a key liaison between customers, operations teams, sales, and global network partners to ensure the safe and efficient delivery of time-critical shipments.

Responsibilities

• Manage customer enquiries via telephone and email, providing outstanding service to internal and external stakeholders.
• Create and process international shipment orders, ensuring all customer requirements are accurately recorded.
• Plan and coordinate international shipment routings using the most suitable and reliable transportation options.
• Monitor live shipments and proactively communicate status updates, delays, and resolutions to customers.
• Ensure compliance with dangerous goods, temperature-controlled, import, and export regulations.
• Assist customers with documentation, customs procedures, and country-specific regulatory requirements.
• Coordinate with global network offices, operations teams, carriers, and sales teams to support successful shipment delivery.
• Support the training of new employees and contribute to continuous improvement initiatives within the customer service function.

Skills and Knowledge

• Proven customer service experience within logistics, supply chain, freight forwarding, or a related environment.
• Strong knowledge of international shipping processes and transportation planning.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced, time-critical environment.
• Strong attention to detail and problem-solving abilities.
• Proficiency in using operational and shipment management systems.
• Ability to work collaboratively across departments and international teams.
• Strong understanding of compliance, quality, and customer service standards.

Desirable

• Experience within pharmaceutical, healthcare, or life sciences logistics.
• Knowledge of dangerous goods regulations and shipment handling requirements.
• Understanding of temperature-controlled transportation and packaging.
• Experience with import and export regulations across multiple countries.
• Familiarity with World Courier systems, including WorldSTAR, BioSTAR, OpSTAR, and OptiView.
• Experience coordinating next flight out (NFO) or time-critical shipments.
• Knowledge of customs clearance processes and international trade requirements.
• Previous experience training or mentoring colleagues.

Benefits

• Opportunity to work within a global logistics and healthcare supply chain organisation.
• Comprehensive onboarding and ongoing training programmes.
• Career development and progression opportunities.
• Exposure to international operations and global logistics networks.
• Collaborative and supportive team environment.
• Opportunity to develop specialist expertise in regulated transportation and compliance.
• Dynamic and fast-paced working environment.
• Competitive employee benefits package.