Air Logistics Customer Care Specialist FA-CC

The Air Logistics Customer Care Specialist plays a critical role in delivering an exceptional customer experience every time a customer engages with Kuehne Nagel. As a key member of our Customer Care Locations (CCLs), this specialist is responsible for direct customer interaction, proactive service, effective problem resolution, and diligent followup. The role also collaborates closely with our sales teams and ensures that our Operational Care Centers (OCCs) receive complete and accurate information-both operational and system-related-so they can successfully execute on behalf of our customers.

• Maintain realtime 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 uptodate 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 customerspecific 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.

• 3 years of experience in freight forwarding or 3PL environments, with strong knowledge of Airfreight rules, regulations, and industry best practices.
• Proficient in the Microsoft Office Suite, including Outlook, Excel, Word, PowerPoint, and related productivity tools.
• Demonstrated ability to support both customers and internal stakeholders, ensuring service excellence and high satisfaction.
• Proactive selfstarter who exercises strong judgment and knows when to independently drive actions or escalate appropriately.
• Resultsoriented, consistently striving to meet and exceed performance expectations.
• Exceptional time management, prioritization, and followup capabilities in a fastpaced environment.
• Outstanding organizational and multitasking skills, with the ability to manage multiple priorities simultaneously.
• Active listener and clear communicator, able to convey information effectively across diverse audiences.
• Strong critical thinking and decisionmaking abilities, with sound judgment in complex or timesensitive situations.

This position is not eligible for employment visa sponsorship. Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future employer sponsorship.

At 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. #LI-SB1

Kuehne Nagel participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.