Air Freight Healthcare Customer Service Operator

Location: Peschiera Borromeo

Air Freight Healthcare Customer Service Operator
The Air Freight Healthcare Customer Service Specialist is responsible for managing and coordinating temperature-sensitive and time-critical healthcare shipments via air freight. This role ensures compliance with healthcare regulations, airline requirements, and customer service standards while providing proactive communication and issue resolution for pharmaceutical, medical device, and life-science logistics customers.

Key Responsibilities

Serve as the primary point of contact for healthcare air freight customers

Coordinate end-to-end air freight shipments, including booking, documentation, and tracking.

Manage temperature-controlled shipments (ambient, frozen, Passive, Active)

Ensure compliance with GDP, IATA, airline, and country-specific regulations

Prepare and verify air freight documentation (AWB, commercial invoices, packing lists, MSDS, etc.)

Monitor shipments in transit and proactively address delays, deviations, or temperature excursions

Liaise with airlines, ground handlers, customs brokers, and internal Network teams

Provide timely shipment status updates and exception management

Handle urgent, time-critical, and high-value healthcare cargo with accuracy and discretion

Support audits, quality checks, and continuous improvement initiatives

Maintain accurate records in TMS and customer systems

Required Qualifications

2–5 years of air freight customer service experience.

Strong knowledge of air freight operations and Incoterms.

Familiarity with GDP, IATA, and cold chain logistics requirements

Excellent communication and customer service skills

Strong problem-solving and decision-making abilities

Ability to work under pressure and manage multiple shipments simultaneously

Preferred Skills & Certifications

IATA DGR Certification

Knowledge of customs clearance processes

Key Competencies

Attention to detail

Sense of urgency

Customer-focused mindset

Regulatory compliance awareness

Team collaboration

Time management

Working hours
Full-time:

Location
UPS SCS Peschiera Borromeo (MI)

Employee Type
Permanent

Seniority level
Entry level

Employment type

Full-time

Job function
Other

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

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