Air Logistics Customer Care Specialist

Overview

It s more than a job. When you work in Freight Logistics and Operations at Kuehne+Nagel, you play a key role in optimising processes and ensuring that inventory and shipments move efficiently. Your work helps ensure that vital medicines reach patients on time and supports other essential deliveries, from wind turbines to semiconductors. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

The Customer Care Specialist is responsible for the daily execution and delivery of an exceptional customer experience, leading to consistent customer excellence and satisfaction. Through regular direct interaction with our customers, the Customer Care Specialist will understand customer requirements and expectations, as well as their business developments. The role involves proactive customer communication and problem resolution, with engagement of relevant stakeholders to ensure customer needs are met efficiently and effectively, with a strong focus on customer growth and profitability.

• With shipment ownership, drive the most efficient way of file handling and availability of customer data and requirements, for stakeholder teams to deliver according to customer expectations. Ensure regulatory and compliance adherence.
• Ensure consistent shipment monitoring and proactive customer communication, and effectively handle and respond to customer feedback, complaints and escalations, with swift corrective actions.
• Promote awareness of customer-facing digital solutions and encourage usage by our customers. Participate in trainings as needed for up-to-date knowledge.
• When assigned to customer implementations, as either support or lead, bring active involvement and ensure participation by OCC/RCC/OM as required. Participate in GCIM Scalable trainings.
• Manage and develop customer growth and stay on top of customer retention.
• Drive maximization of profitability with a focus on spot quotation execution, fast response time, upselling and promoting KN products. Conduct ongoing GP analysis and liaise with stakeholders responsible for procurement.

• One to 2 years of customer service experience
• 1 year of freight forwarding experience (preferred)
• Knowledge and experience of freight forwarding, its processes and regulations (preferred)
• Commercial drive and mindset
• Communication, problem and conflict resolution skills
• Knowledge of KN standard operating model and products (preferred)
• Strong collaboration and communication skills, with the ability to foster cross-team alignment
• Ability to adapt to changes
• Customer solutions orientation and conflict resolution with a constant drive for customer satisfaction alongside profitability

Kuehne+Nagel strives 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 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.

Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world.

As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine.

We kindly advise that placement agencies refrain from submitting unsolicited profiles. Any submissions of candidates without prior signed agreement will be considered our property and no fees will be paid.

Kuehne+Nagel is committed to Equal Employment Opportunity ("EEO") and to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful retaliation. Kuehne+Nagel strictly prohibits all discrimination on the basis of race, ancestry, color, age, national origin, ethnicity, religious creed or belief, physical or mental disability, marital or familial status, legally protected medical condition, genetic information, military or veteran status, sex (including pregnancy, childbirth,…