Air Logistics Customer Care Specialist

Overview

As a member of the Freight Forwarding team at Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. 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 Customer Care Specialist is responsible for the daily execution and delivery of an exceptional customer experience, leading to consistent customer excellence and satisfaction. By regular and frequent direct interaction with our customers, the Specialist will have a clear understanding of customer requirements and expectations, and customer business developments.

• With shipment ownership, drive the most efficient way of file handling and availability of customer data and requirements, to enable stakeholder teams to deliver according to customer expectations. At the same time, ensure regulatory and compliance adherence.
• Ensure consistent shipment monitoring and pro‑active customer communication, and effectively handle and respond to customer feedback, complaints, and escalations, ensuring swift corrective actions.
• Ensure 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. Continue participation in GCIM Scalable trainings.
• Manage and develop customer growth and stay on top of customer retention.
• Drive maximization of profitability with a high focus on spot quotation execution and fast response time, by upselling and promoting KN products. Conduct ongoing GP analysis and liaise with stakeholders responsible for procurement.

• 2+ years of customer service experience
• 2+ years in import or export experience (both preferred)
• 1 year of freight forwarding experience (preferred)
• Knowledge and experience of freight forwarding 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. A constant drive for customer satisfaction in parallel with profitability maximization.

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.

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.

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…