Air Logistics Customer Care Specialist

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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 also helps ensure that vital medicines reach patients on time and supports other essential deliveries, from wind turbines to semiconductors.

Although this position is listed as being in San Jose
, the desired candidate will primarily support our Tracy, CA location
.

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 and frequent direct interaction with our customers, you will gain a clear understanding of their requirements, expectations, and business developments. This role involves proactive customer communication and problem resolution, while engaging relevant stakeholders to ensure customer needs are met efficiently and effectively.

Additionally, there is a strong focus on customer growth and maximizing profitability.

How you create impact

• With shipment ownership, drive the most efficient way of file handling and availability of customer data and requirements, in order for stakeholder teams to deliver according to customer expectations. At the same time, ensure regulatory and compliance adherence.
• Ensure consistent shipment monitoring and proactive customer communication, and effectively handle and respond to customer feedback, complaints and escalations, and ensure 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. And participate 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, and by upselling and promoting KN products. Ongoing GP analysis, as well as liaising with stakeholders responsible for procurement.

What we would like you to bring

• 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. A constant drive for customer satisfaction in parallel with profitability maximization.

What's in it for you

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.

Who we are

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…