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.
