Location: Shannon, Co. Clare

Department: Supply Chain & Logistics

Reports to: Vice President of Operations, Ireland

Job Type: Full-Time

Job Summary:

As an ambitious and growing supply chain company, specialising in pharmaceuticals, we are welcoming new clients to our Air Freight and Warehousing departments. We are seeking a passionate Client Service Specialist to build relationships and provide first class service to our clients, from onboarding to delivery.

Why Choose Frontier:

We are using our innovative model to disrupt the Life Science Supply Chain for one simple reason – the patient. We are growing fast and reward ambition, dedication and results. This is a unique opportunity to join a value driven organisation at an early stage.

Key Responsibilities

Client Onboarding Management

Oversee all aspects of client onboarding, ensuring due diligence and compliance with company policies and regulatory standards.
Collaborate closely with Sales and Operations to ensure seamless transition from prospect to active client.
Continuously review and improve onboarding processes to enhance client experience and efficiency.

Order Management & Coordination

Supervise order entry and management activities, ensuring accuracy and adherence to client requirements.
Ensure compliance with all relevant INCO terms and trade documentation standards.
Support the team in resolving complex or escalated order-related issues.
Monitor order flow and implement process improvements to optimise turnaround times.

Documentation & Compliance Oversight

Partner with clients and internal teams to proactively identify and address any documentation gaps or challenges.

Team Management

Lead the Client Services team, provide feedback and complete performance review process.
Take part in recruitment for new hires.

· Coach and mentor the client service team to deliver a consistently high-quality client experience.

· Raise any issues within the team to the broader management team.

Client Relationship Management

Act as a senior point of contact for key clients, managing escalations and ensuring service excellence.
Build strong, trust-based relationships with clients to drive satisfaction and retention.
Lead regular client reviews to discuss performance, KPIs, and opportunities for improvement.

Requirements

Experience

5+ years of experience in client services or operations management within Air Freight, Logistics, Warehousing, or Pharmaceuticals.
Proven track record managing teams and improving operational performance.
Strong understanding of import/export customs processes and regulatory compliance.
Experienced in using OMS, CRM, and reporting tools to manage client operations effectively.

Skills

Strategic mindset with a strong customer service orientation.
Excellent leadership and people management abilities.
High attention to detail, with strong problem-solving and analytical skills.
Ability to manage competing priorities and perform under pressure.
Proactive, ambitious, and continuously seeking improvement.

Working Environment:

Collaborative culture.
Physically active role, including work in temperature-controlled environments for pharmaceutical storage.
Shift work may include evenings or weekends.
Must pass background checks and security clearances for aviation security compliance.

Role KPIs

· Client Satisfaction Scores.

· Client Retention and Growth.

· First Contact Resolution (FCR) Rate.

· Escalation and Issue Resolution Time.

· Compliance and Documentation Accuracy.

· Team Performance and Development Metrics.

Frontier Scientific Solutions

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