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

‎

The Airfreight Customer Care Specialist is responsible for ensuring that our customers have a positive experience every time they engage with Kuehne + Nagel.

As part of the Customer Care Team within our Customer Care Locations (CCLs), the specialist serves as the main point of contact for customers and is responsible for delivering proactive customer service, resolving issues, conducting customer follow-ups, and collaborating closely with Sales colleagues.

In addition, the role ensures that Operational Care Centers receive all necessary customer and shipment information in a timely and accurate manner, enabling them to execute services effectively on behalf of our customers. The specialist also supports process transparency, maintains data quality, and contributes to achieving high customer satisfaction levels.

How you create impact

 

• Proactively advise and consult customers to ensure a high level of customer satisfaction and a positive customer experience.
• Monitor customer shipments, provide proactive updates, and collaborate with relevant stakeholders to resolve potential issues before they result in customer complaints.
• Ensure customer requirements, agreed rates, and service agreements are accurately captured and transferred into Kuehne + Nagel systems, enabling Operational Care Centers to execute services according to customer expectations.
• Handle customer complaints, coordinate with relevant stakeholders, and drive timely and effective issue resolution.
• Qualify customer inquiries, prepare quotations in line with corporate pricing guidelines, identify upselling opportunities, and ensure timely follow-up and closure.
• Foster effective collaboration and knowledge sharing with Sales and Account Management teams to support customer needs and business objectives.
• Create, review, and refine reports as required, including service performance monitoring and analysis to identify improvement opportunities.
• Manage customer claims throughout the entire process, from initial reporting and investigation through to final resolution and closure.

What we would like you to bring

• Experience in Airfreight Customer Care, Freight Forwarding, Logistics, Supply Chain, or a similar customer-focused environment.
• Strong customer service mindset with a passion for delivering excellent customer experiences.
• Excellent communication and stakeholder management skills, with the ability to build strong relationships internally and externally.
• Strong problem-solving and decision-making skills
• High attention to detail, accuracy, and strong organizational skills.
• Commercial awareness and the ability to identify customer needs and support business opportunities.
• Proficiency in Microsoft Office applications and experience working with operational or customer management systems.
• Fluency in English, both written and spoken; additional language skills are an advantage.

#LI-PY1

What's in it for you

 Join a global leader in logistics where you will have the opportunity to develop your expertise in airfreight and customer care while working in a collaborative and international environment. We offer a supportive culture that values initiative, continuous learning, and professional growth, empowering you to make a meaningful impact on the customer experience every day.

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.

We kindly advise that placement agencies refrain from submitting unsolicited profiles. Any submissions of candidates without prior signed agreement will be considered our property and no fees will be paid.