Air Logistics Customer Care Specialist

Position: Air 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.

At Kuehne + Nagel, delivering an exceptional customer experience is at the heart of everything we do. As an Airlogistics Customer Care Specialist, you will play a key role in ensuring that every customer interaction is professional, proactive, and solution-oriented.

As part of our Customer Care Location (CCL) team, you will serve as the primary point of contact for customers, building strong relationships through outstanding service and effective communication. You will work closely with customers, sales teams, and Operational Care Centers (OCCs) to ensure seamless coordination of air freight shipments, resolve issues promptly, and provide proactive updates throughout the transportation process.

In this role, you will contribute directly to customer satisfaction by ensuring that operational teams have all the information and support needed to successfully execute shipments and exceed customer expectations.

How you create impact

• Proactively advise and consult customers to ensure a high level of satisfaction and a consistently positive customer experience.
• Monitor customer shipments and provide proactive updates while identifying and resolving potential issues before they impact the customer experience.
• Manage customer onboarding activities, including the accurate setup and maintenance of customer requirements, agreed rates, and service agreements within Kuehne + Nagel systems.
• Ensure seamless information flow to Operational Care Centers (OCCs), enabling efficient and accurate shipment execution.
  
  Handle customer complaints professionally and efficiently, coordinating with relevant stakeholders to provide timely resolution.
• Qualify customer inquiries and prepare quotations in line with corporate pricing guidelines, while identifying opportunities for upselling and ensuring effective follow-up until closure.
• Build and maintain strong operational relationships with Sales and Account Management teams to support customer growth and retention.
• Create, review, and refine customer and operational reports, providing performance analysis and actionable insights.
• Manage claims throughout the entire process, from initial reporting and investigation to final resolution and closure.
• Act as the customer's advocate within the organization, ensuring service excellence and continuous improvement across all touchpoints.

What we would like you to bring

• Experience in Air Logistics, Freight Forwarding, Customer Care, or a customer-facing role within the logistics industry.
• Strong customer service mindset with excellent communication and relationship-building skills.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Proactive problem-solving skills and the ability to make sound decisions under pressure.
• Commercial awareness with experience in quotation management and identifying business opportunities being an…