Sea Logistics Customer Care Specialist

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 but also making small and big moments possible for people around the world. Our contribution counts in many ways.

We are looking for a Sea Logistics Export Customer Care Specialist for our office in Newcastle. The role involves direct interaction with customers, proactive customer service, problem solving, and follow‑up. The specialist ensures a positive customer experience and documents and investigates any deviations from the expected level of service.

• Ensure all requests are carried out to the pre‑set service levels and standard procedures, in a timely manner, in line with KPI requirements.
• Ensure service excellence by leveraging a high level of forwarding and market knowledge.
• Document, investigate, and conduct root‑cause analysis on any deviations using our systems (Core Log, NPS).
• Closely liaise with Sales owners to ensure the smooth onboarding of new customers.
• Conduct claims management, from reporting through to closure.
• Ensure compliance with company, industry, and legal standards across the function.
• Participate in workshops and conference calls as required.
• Continuously analyse customer reports to identify areas for improvement.

• Ability to understand and execute new processes.
• Excellent knowledge of MS Office features, especially Excel.
• Strong affinity with required customer quality standards.
• Strong customer service orientation.
• Excellent organisational skills and strong interpersonal skills.

We provide a contributory pension plan, Route 2 Rewards scheme, employee assistance program with 24/7 GP, legal, and financial advice, and mental health counselling. As a proud holder of the Gold Covenant, we are a forces‑friendly employer recognising the value service leavers bring to our organization.