Quickstat Air Logistics Healthcare Customer Care Supervisor

About the role

As a member of the Freight Forwarding team at Kuehne+Nagel, you will play a key role in transporting goods, optimizing processes, and fulfilling our customers' promises. This position focuses on supervising daily customer service operations supporting critical healthcare and biopharmaceutical shipments, including temperature-controlled and time-sensitive transportation solutions. The successful candidate will ensure exceptional service delivery, operational excellence, regulatory compliance, and team performance while supporting customers with complex healthcare logistics requirements.

Responsibilities

• 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.

Requirements

• 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.

Benefits

• Competitive total rewards package including health and welfare benefits.
• 401k retirement savings plan.
• Tuition reimbursement.
• Incentive compensation for eligible roles.

Pay

The hourly wage range for this position is between $28 and $33 per hour. Individual pay may vary based on experience, skills, job location, internal pay equity, and other relevant business considerations.

Schedule

This role requires flexibility to work varying schedules, including evenings, weekends, holidays, and on-call situations as business needs require.