What are the responsibilities and job description for the Air Logistics Customer Care Specialist position at Kuehne Nagel?
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.
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 follow‑up. 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.
How you create impact
What's in it for you
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.
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.
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 or support our local communities, your career will contribute to more than you can imagine.
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.
Kuehne Nagel is committed to Equal Employment Opportunity (“EEO”) and to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful retaliation. Kuehne Nagel strictly prohibits all discrimination on the basis of race, ancestry, color, age, national origin, ethnicity, religious creed or belief, physical or mental disability, marital or familial status, legally protected medical condition, genetic information, military or veteran status, sex (including pregnancy, childbirth, breastfeeding, or related medical condition), gender (including gender identity and gender expression), sexual orientation, citizenship status, protected activity (such as opposition to or reporting of prohibited discrimination or harassment. Kuehne Nagel will also make reasonable accommodations for disabled applicants and employees, including accommodations for pregnancy and childbirth, and for the sincerely held religious beliefs of applicants and employees depending upon individual circumstances unless such accommodation would create an undue hardship on Kuehne Nagel.
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.
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 follow‑up. 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.
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.
- 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 self‑starter who exercises strong judgment and knows when to independently drive actions or escalate appropriately.
- Results‑oriented, consistently striving to meet and exceed performance expectations.
- Exceptional time management, prioritization, and follow‑up capabilities in a fast‑paced 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 decision‑making abilities, with sound judgment in complex or time‑sensitive situations.
What's in it for you
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.
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.
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 or support our local communities, your career will contribute to more than you can imagine.
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.
Kuehne Nagel is committed to Equal Employment Opportunity (“EEO”) and to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful retaliation. Kuehne Nagel strictly prohibits all discrimination on the basis of race, ancestry, color, age, national origin, ethnicity, religious creed or belief, physical or mental disability, marital or familial status, legally protected medical condition, genetic information, military or veteran status, sex (including pregnancy, childbirth, breastfeeding, or related medical condition), gender (including gender identity and gender expression), sexual orientation, citizenship status, protected activity (such as opposition to or reporting of prohibited discrimination or harassment. Kuehne Nagel will also make reasonable accommodations for disabled applicants and employees, including accommodations for pregnancy and childbirth, and for the sincerely held religious beliefs of applicants and employees depending upon individual circumstances unless such accommodation would create an undue hardship on Kuehne Nagel.