Job Summary
We are seeking a customer-focused Cold Chain Support Representative to support temperature-sensitive pharmaceutical and clinical trial shipments. This role involves handling customer inquiries related to temperature-monitoring data, retrieving and sharing temperature download reports, and coordinating with logistics and operations teams to resolve shipment-related concerns.
The ideal candidate will have experience in logistics, supply chain, or customer service, along with strong communication, computer, and problem-solving skills.
This is primarily an office-based role involving phone calls, emails, data retrieval, and coordination with internal teams.
Key Responsibilities
- Handle incoming phone calls and email inquiries regarding temperature-monitoring data and Temp Tale downloads.
- Retrieve, review, and share temperature-monitoring reports with customers and internal teams.
- Communicate temperature readings, acceptable recovery windows, and temperature excursion findings clearly.
- Coordinate with logistics and operations teams to obtain shipment details and resolve customer inquiries.
- Escalate complex issues, shipment concerns, and unresolved cases to the appropriate supervisor or team lead.
- Maintain accurate records of customer interactions, inquiries, and resolutions in internal systems.
- Ensure compliance with cold-chain procedures and company policies.
- Identify recurring customer concerns and communicate trends to management.
- Manage multiple inquiries while maintaining accuracy and meeting response deadlines.
Required Qualifications
- High school diploma or equivalent.
- Previous experience in logistics, supply chain, transportation, operations, or customer service.
- Proficiency in Microsoft Office, particularly Outlook, Word, and Excel.
- Strong verbal and written communication skills.
- Ability to handle customer inquiries professionally and manage multiple tasks simultaneously.
- Strong attention to detail and ability to work in a fast-paced environment.
- Reliable attendance and punctuality.
- Ability to work onsite in Mount Prospect, IL, Monday through Friday.
Preferred Qualifications
- Experience in pharmaceutical, healthcare, or clinical trial logistics.
- Knowledge of cold-chain logistics and temperature-sensitive shipments.
- Experience working with temperature-monitoring devices or data loggers such as Temp Tale.
- Understanding of temperature excursions and shipment recovery procedures.
- Previous B2B customer service or logistics support experience.
- Associate's or bachelor's degree.
Systems & Training
Training will be provided on the following internal systems:
- TMS (Transportation Management System)
- Coldstream
- Cubixx
Previous experience with these platforms is not required.
Screening Questions
- How many years of experience do you have in logistics, supply chain, transportation, or customer service?
- Have you handled customer inquiries through phone and email in a previous role?
- Do you have experience working with pharmaceutical shipments, cold-chain logistics, or temperature-sensitive products?
- Are you proficient in Microsoft Outlook, Word, and Excel?
- Are you comfortable retrieving data, maintaining records, and coordinating with internal operations teams?
- Are you comfortable working onsite in Mount Prospect, IL, Monday–Friday, 8:00 AM–4:30 PM CT?
- Are you comfortable with the $24/hr. pay rate and temp-to-hire arrangement?
Submission Instructions
- Qualified resumes can be submitted directly to the front-end team while the job posting ID is being created.
- The Hiring Manager is ready to begin reviewing qualified resumes immediately.
