Customer Service Consultant

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

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Act as the primary client contact for all shipment enquiries via phone, email, and customer portal

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Receive, process, and update bookings across our Transport Management System and integrated platforms

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Make routing and transport decisions to maintain temperature control, security, and regulatory compliance

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Monitor and proactively communicate shipment status to clients, particularly regarding delays or temperature excursions

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Coordinate with internal departments and global offices to ensure smooth end-to-end execution

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Produce and issue quotations for individual and study-based shipments, in line with internal approval processes

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Escalate outstanding activities appropriately and follow internal escalation pathways

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Handle customer invoicing queries and coordinate with regional financial teams to resolution

Skills & Experience

Essential:

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Customer service or client-facing experience — any sector considered

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Excellent written and verbal communication skills

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High attention to detail and ability to remain calm under pressure

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Comfortable managing a varied workload across multiple systems simultaneously

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Proactive problem-solver who is reliable, dependable, and uses initiative

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Flexible approach to rotational shift working

Beneficial:

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Background in logistics, supply chain, biopharma, or client relationship management

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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?

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Work with purpose — support the delivery of life-saving therapies to patients worldwide

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Salary uplift after 6 months.

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Multi-system exposure — build expertise across a range of industry-leading platforms

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Healthcare cover and competitive pension scheme

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Annual performance related bonus

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Employee Assistance Programme