Air Logistics Customer Care Specialist

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. But that is not all. Your work also helps ensure that vital medicines reach patients on time and supports other essential deliveries, from wind turbines to semiconductors. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

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The Air Logistics Customer Care Specialist is central to delivering a consistently high-quality customer experience at Kuehne + Nagel. Based within Customer Care Locations (CCLs), the role manages direct client interactions, ensuring proactive communication, effective issue resolution, and thorough follow-up. The specialist also partners closely with sales teams and coordinates with Operational Care Centers (OCCs), providing accurate and complete operational and system information to enable seamless execution and meet customer needs.

How you create impact

• Maintain real‑time visibility of customer transactions in AirLOG by updating route maps and adhering to the Airfreight 2.0 Tag methodology.
• Ensure all customer information is accurately integrated into our core operating systems by initiating Business Profile creations or updates, entering customer quotations into AirLOG/QTAir, and maintaining up‑to‑date Customer Wiki pages.
• Manage, prioritize, and respond to customer inquiries daily across multiple communication channels, ensuring timely and effective support.
• Monitor Shared Service Center (SSC) performance related to Customer Care processes to ensure service expectations are met.
• Partner with the Airfreight Process Manager to enhance SSC utilization and support automation initiatives that improve Customer Care workflows.
• Provide timely escalation support to the SSC when additional assistance is required for Customer Care processes.
• Collaborate with K+N Sales to develop customer‑specific work instructions and implement continuous improvement actions that strengthen overall customer relationships.
• Work closely with the Operational Care Centre (OCC) to uphold service commitments by analyzing Customer KPI reports and helping implement corrective and preventative actions.
• Partner with the Revenue Cost Centre to ensure accurate and timely billing by validating that all quotes, rates, and agreements align with financial requirements and support gross profit optimization.
• Complete Forwarding Sub Ledger closures for customer shipments in ACON, meeting all corporate standards for accuracy and timeliness.
• Receive and process final customer rate requests (via FreightNet or through the Pricing Team), ensuring seamless and compliant rate handling.

What we would like you to bring