The Key Accounts Customer Care Team plays a critical role in in engaging with identified key accounts and sector customers to address inquiries, provide assistance, and foster positive relationships, along with driving the effective communication and understanding of Key Account customer needs throughout the Customer Logistics Teams. This will involve close collaboration with internal teams to develop efficient shipment solutions to ensure a timely and effective handover to the logistics teams for seamless execution. Using their interpersonal skills and emotional intelligence, the Key Accounts Team helps to ensure that key account customers are prioritised and are cared for in an effective way throughout their journey with Biocair.

The Senior Specialist will manage communications between internal stakeholders and the customer, and draw on their experience in freight forwarding to ensure that data received from Biocair’s customer portal Biocair Connect is accurate, and properly utilized in the Solution Design process. This will include shipment routing, commodity classification, packaging selection, customs value, harmonized tariff codes, and dangerous goods classifications.

Responsibilities will include:

• Compile shipment data received from Biocair’s customer portal and from email requests into the transportation management system
• Facilitate high priority shipments involving key customer accounts, strict timelines, specialized solutions, increased regulation and oversight
• Support team members on advanced topics related to shipment details, routing, and packaging
• Manage communication between Biocair Teams and third-party vendors regarding shipment details, clearance instructions, documentation changes, and necessary licenses/permits
• Act as the first escalation contact for shipment deviations and issue resolution
• Regularly notify customers of shipment milestones, schedule changes, and delays
• Record details regarding shipment deviations and supplier non-conformance into the transport management system
• Identify and capture all exception expenses incurred in operations and in shipment deviations, ensuring full transparency and accountability in such instances

Our company values matter, and guide all that we do each day. The successful candidate will be expected to operate in line with them as we strive to be the provider of choice for specialist logistics solutions to the global scientific community, based on the highest levels of care, expertise and precision; enabling our customers to retain absolute focus on research and development.

In addition, you will demonstrate these key competencies:

• Demonstrable Customer Care experience
• Previous experience working in a key account specialist role or similar
• Experience in successfully managing client relationships
• Ability to work with minimal supervision
• Intermediate proficiency in MS Office Suite: Outlook, Word, Teams
• Good attention to detail and data verification
• Fluency in both English and German is essential

In return we offer:

• Between €45,000 - €52,000 per annum, depending on experience
• Discretionary annual bonus scheme
• Pension
• Life Assurance (as part of a pension)
• 30 days holiday

Please note this is a full time role, 40 hours per week Monday to Friday 09:00 to 18:00 and offered as 100% on-site from our office in Frankfurt.

Applications will close on Tuesday 27th May 2025.

This is a Germany based role and the right to live and work in Germany will need to be established during the recruitment process. 

Biocair provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.