As a specialty customer service agent in the healthcare control tower, you will be responsible for managing and coordinating all aspects of supply chain operations for healthcare products. You will work closely with clients, agents, and internal teams to ensure compliant, efficient and timely delivery of medical equipment, pharmaceuticals, specimen and other products.

• Serve as the primary point of contact for clients regarding shipping and supply chain inquiries.
• Respond promptly and professionally to customer inquiries, providing accurate information and resolving issues effectively.
• Coordinate and track orders, ensuring timely delivery of specimens, medical equipment, pharmaceuticals, and other products.
• Collaborate with internal teams, including warehouse personnel, transportation providers, and inventory managers, to ensure seamless logistics operations.
• Proactively identify potential supply chain disruptions and implement contingency plans to mitigate risks.
• Maintain accurate and up-to-date records of customer interactions, transactions, and logistics activities.
• Provide regular updates to customers regarding order status, delivery schedules, and any changes in logistics plans.
• Develops relationships with allocated customers.
• Identify opportunities for process improvements and implement best practices to enhance customer satisfaction and operational efficiency.
• Stay updated on industry trends, regulations, and advancements in healthcare logistics to provide informed support and guidance to customers.
• Receive and registers all customer complaints then raise CAPAs where relevant
• Drives solution of customer complaints by solving it directly or assigning tasks to other function
• Responsible for all KPIs and SLAs agreed with allocated customers
• Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
• Ensure seamless transaction liaising with Pricing and Billing teams

Company Overview:

Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.