Sea Logistics 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.

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.

Are you passionate about delivering exceptional customer service and making a real difference to the customer experience? Do you have experience in Sea Logistics or freight forwarding and enjoy solving problems, building strong relationships and taking ownership?

We are looking for a Customer Care Specialist - Healthcare & Reefer Logistics to join our Sea Logistics team in the UK. In this role, you’ll be the key link between our customers, Sales teams, ensuring shipments are handled smoothly and customers receive a proactive, high-quality service at every stage.

As part of our healthcare team and Reefer team, you’ll also play a critical role in managing healthcare and temperature controlled customers, ensuring shipments are handled in line with GxP, customer-specific requirements and KN Healthcare quality standards. You'll take ownership of the end-to-end shipment cycle, working closely with customers, carriers and operational stakeholders to deliver excellent customer service.

• Act as a key point of contact for customers, providing proactive updates, advice and solutions throughout the shipment journey.
• Take ownership of customer queries, identifying and resolving issues while working closely with internal and external stakeholders.
• Manage and monitor temperature-controlled and healthcare shipments proactively, ensuring compliance with customer requirements, temperature parameters and service commitments.
• Oversee the end-to-end operational process from booking through to final delivery, ensuring all milestones are completed accurately and within agreed timelines.
• Investigate service deviations and complaints, carrying out root cause analysis and driving corrective and preventative actions.
• Work closely with Sales and Account Management teams to support customer onboarding, pricing opportunities and the smooth implementation of customer requirements.
• Maintain accurate customer operating procedures, rates and service agreements within KN systems to ensure operational excellence and service consistency.
• Build strong relationships with carriers, suppliers and internal stakeholders to support the successful execution of healthcare and reefer shipments.
• Support operational financial activities including accrual management and customer billing accuracy.
• Ensure all healthcare shipments are handled in accordance with KN quality processes, GxP/GDP requirements and relevant customer and regulatory standards.

• Experience in freight forwarding or transport planning, ideally with a strong focus on Sea Logistics.
• An focused customer service mindset, with the ability to build trusted relationships and provide proactive, high-quality support.
• Strong operational knowledge of the end-to-end export and/or import process, including booking management, documentation, shipment tracking and invoice management.
• Experience managing time-sensitive, high-value or temperature-controlled shipments within a customer-facing or operational role.
• Strong problem-solving skills and the confidence to investigate issues, identify root causes and find practical solutions.
• Good knowledge of Microsoft Office, particularly Excel, and the ability to learn and work with different systems and processes.
• An adaptable and collaborative approach,…