Air Logistics Healthcare Customer Care Specialist

It's More Than A Job

As a member of the Freight Forwarding team Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. And by transporting medicines, toys and important machine parts, you are not only delivering goods, you are making small and big moments possible for people all around the world. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

The Air Logistics Healthcare Customer Care Specialist is responsible for driving customer growth, retention, and satisfaction by delivering high-quality service and maintaining strong local ownership of healthcare accounts. This role ensures a seamless customer experience by managing end-to-end shipment coordination, proactively addressing customer needs, and resolving issues with a sense of urgency and precision. With a strong commercial mindset, the specialist contributes to profitability while ensuring compliance with healthcare-specific requirements and service standards across all touchpoints.

As a member of the KN Health Chain team, the specialist is also required to maintain the appropriate level of training in accordance with Health Chain guidelines and direction from the Station Lead.

• Act as the primary point of contact for assigned healthcare customers, owning the end-to-end customer experience
• Deliver high-quality service to drive customer satisfaction, retention, and growth
• Support commercial performance by identifying upsell opportunities and contributing to profitability initiatives
• Execute and follow up on spot quotations to ensure timely closure and alignment
• Monitor shipments to ensure transit times and service levels meet agreed expectations
• Communicate proactively on bookings, shipment updates, delays, and resolution plans
• Support customer onboarding in line with established implementation processes
• Manage shipment files accurately, ensuring compliance with operational, regulatory, and security requirements
• Maintain accurate customer master data, including profiles, rates, and credit limits
• Handle customer complaints and claims professionally, ensuring resolution and proper escalation
• Ensure compliance with healthcare standards, including GxP, and support CAPA processes for deviations
  
  Complete required training and maintain up-to-date SOPs and documentation
• Collaborate with internal teams and external partners to ensure seamless, customer-centric service delivery

• Diploma in logistics, freight forwarding, or a related field preferred; bachelor's degree is a plus (relevant experience may substitute)
• 1+ year of air freight forwarding experience and 1+ year in healthcare/pharma logistics
• Strong knowledge of air freight operations (import/export) and shipment execution
• Understanding of healthcare standards, including GxP and regulatory compliance
• Ability to coordinate effectively with carriers, suppliers, and internal stakeholders
• Customer-focused with strong relationship management skills
• Commercially minded with the ability to support growth, retention, and profitability
• Effective communication skills with the ability to manage customer expectations and escalations
• Self-driven with a proactive, "can-do" attitude and strong sense of ownership
• Strong problem-solving skills and attention to detail
• Ability to work under pressure in a fast-paced, dynamic environment with flexibility

This position is not eligible for employment visa sponsorship. Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future employer sponsorship.

At Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. Base wage is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles.

Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data.

Kuehne+Nagel participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

Artificial Intelligence (AI) tools may be used to assist in specific process [e.g., screening applications, interview scheduling]. These tools analyze information to support decision-making, but final decisions are made by human reviewers.

Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel,…