Customer Service Executive

Job description

CRYOPDP provides reliable, temperature-controlled transport solutions tailored to the Life Sciences and Healthcare industries, supporting the demands of global healthcare logistics.

With operations in 15 countries across the Americas, EMEA, and APAC, CRYOPDP combines local expertise with global reach, delivering customized logistics solutions that meet the highest standards of quality, compliance, and reliability.

As part of DHL Supply Chain, integrating the Pharma Specialized network, CRYOPDP leverages its established expertise in temperature-controlled logistics tailored for the pharmaceutical, biopharmaceutical, and advanced therapies communities, ensuring that critical shipments reach patients safely and on time anywhere in the world.

Our mission is clear: Support the health of people around the world by providing global innovative temperature-controlled logistics solutions to the Clinical Research and Cell & Gene Therapy Communities.

CRYOPDP. Logistics with a purpose. Designed to save lives.

The Customer Service Executive (1st level support) provides high-quality customer service with the objective of being a key contributor to customer loyalty and the highest possible customer retention, ensuring the delivery of consistent superior levels of customer service to CRYOPDP's customer base.

The primary responsibility is to attend to the needs of our customers and provide the best possible solutions to their queries. Handle high volumes of low to medium-complex customer requests and incidents. Escalate requests/problems to 2nd or 3rd-level support when first-contact resolution is not achieved.

To guarantee customer satisfaction in implementing temperature-controlled transport solutions in compliance with the commitments made, particularly in terms of operational and regulatory qualities.

Collaborating with internal teams to develop and enhance customer-centric interactions.

Professionally handle incoming requests from internal and external customers and ensure that issues are resolved promptly and thoroughly

Respond to customer inquiries within agreed SLAs

Build and develop excellent customer relationships. Providing service information

Process collection request orders received via email, telephone, and web/customer portal

Tracking and tracing of consignments to ensure that deliveries are complete within agreed timeframes

Inform customers of the latest booking times and required documentation

Develop and maintain knowledge of all services offered by the company

Support the implementation of new products and services

Demonstrate effective oral and written communications with customers and stakeholders

Refer to customer tariffs and in-house pricing tools to issue quotations

Enter charges into the in-house system for invoicing

Background in Customer Service/Sales.

Good Written and Oral English is required

Understanding of the pharmaceutical specialist courier sector

Customer Service experience in a previous role

Self-motivated with the ability to work efficiently and independently

Make a tangible impact on patients' lives worldwide

Join a global, purpose-driven organization

Work in a specialized, regulated industry

Opportunities for career development and growth

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Extra information

Status

Open

Education Level

Secondary School

Location

London

Type of Contract

Full-time jobs

Published at

03-04-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English