Air Logistics Customer Care Specialist (FA-CC)

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. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

The Air Logistics Customer Care Specialist is responsible for growing, retaining, and serving customers through proactive customer ownership and a strong commercial mindset while supporting business profitability. The role is focused on delivering service excellence in every customer interaction, ensuring a seamless customer experience across all touchpoints. By building strong relationships and understanding customer needs, the Air Logistics Customer Care Specialist contributes to customer satisfaction, loyalty, and long-term business success.

• Act as the primary point of contact for assigned customers, ensuring a high level of customer satisfaction and service excellence.
• Build, retain, and develop customer relationships through proactive customer ownership and a strong commercial mindset.
• Identify growth opportunities and promote Kuehne+Nagel products and services to support customer requirements.
• Prepare and manage spot quotations, following up with customers to maximize conversion opportunities.
• Monitor customer profitability and collaborate with internal stakeholders to drive continuous improvement and value creation.
• Provide proactive customer communication, including booking clarifications, shipment updates, service deviations, and commercial matters.
• Ensure agreed customer commitments, service levels, transit times, and commercial conditions are consistently delivered.
• Support customer onboarding activities, including implementation processes, shipment file creation, and compliance requirements.
• Maintain accurate customer information, rates, and credit-related data within company systems.
• Manage customer complaints, claims, and disputes through to resolution, following the appropriate escalation and reporting processes.

• Experience in Air Logistics, Freight Forwarding, Customer Care, or a related logistics environment.
• Strong customer service and relationship management skills
• Excellent communication and interpersonal skills, with the ability to engage effectively with customers and internal stakeholders.
• Strong organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Ability to analyze information, solve problems, and take ownership of customer-related issues through to resolution.
• Proficiency in Microsoft Office applications and logistics-related systems.

• If you would like to become a valued member of our team, we will make sure that you’re rewarded for your commitment and expertise.
• you can join the contributory Kuehne+Nagel pension plan and enjoy our Route 2 Rewards scheme, which offers everything from discounts, benefit information, recognition and its own wellbeing centre.
• We care for our colleagues (and their immediate family) with our employee assistance programme providing access to 24/7 GP, legal and financial advice along with mental health counselling.
• All of this to help you live a happier and healthier life.
• As proud holders of the Gold Covenant, we are a forces-friendly employer who recognise the skills, expertise and value service leavers bring to our organisation.

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.