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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. 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 freight Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with Kuehne + Nagel. Specifically, the Customer Care Specialist is part of a team within our CCL’s – Customer Care Locations, who are responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centers (OCC’s) have all of the necessary information (including systematic information) to be able to execute on our customer behalf.

How you create impact

+ Pro-actively advise and consult Customers to ensure satisfaction

+ Monitoring Customer Shipments in order to provide proactive updates to customers and to problemsolve (by collaborating with other stake-holders) in anticipation of a customer complaint.

+ Inclusion and transfer of customer requirements into the KN systems (including sold rates and other agreements) so that

+ Operational Care Centers (OCCs) are clearly informed about Deliverables

+ Field Complaint Calls, and provide problem resolution in alignment with stakeholders

+ Qualification of customer inquiries, Provision of Quotations within corporate guidelines for pricing

+ Up-selling, and requisite follow up and closure

+ Knowledge exchange with the sales and account mgt teams

+ Creating, refining and reviewing reports as needed including Performance analysis

+ From reporting through to closure

+ Maintain Real Time Visibility of our Customers’ Transactions in AirLOG by Updating Route Maps and following the Air freight 2.0 Tag methodology.

+ Drive all elements of the customer into our core operating systems and tools by requesting Business Profile creation/updates, customer quotations into AirLOG/QTAir and requisite Customer Wiki page.

+ Monitor, prioritize and balance customer specific needs on a daily basis by answering queries and requests through multi-channel communication streams.

+ Monitor SSC performance related to Customer Care processes.

+ Collaborate with the Air freight Process Manager to drive SSC and automation utilization related to Customer Care processes.

+ Timely escalation handling for SSC when assistance is needed for Customer Care processes.

+ Collaborate with K+N sales to develop customer specific work instructions and implement continuous improvement measures that ensure the overall health of our relationship with our customers.

+ Initiate and drive shipment deviation reviews (Customer: complaints, late deliveries/handovers, incorrect billing, etc.) and gap analysis with involved teams

+ Collaborate with the Operational Care Centre to ensure we deliver on our service commitment Customer KPI reports in order to communicate and assist the OCC in implementing corrective and preventative actions.

+ Collaborate with the Revenue Cost Centre to ensure all quotes, rates and agreements with the customer produce accurate and timely billing and maximize GP.

+ Complete Forwarder Sub Ledger closure of customer shipments accuracy and timeliness.

+ Receive and submit final customer rate requests (Freightnet or the Pricing Team).

+ Additional responsibilities may be assigned at a later point.

What we would like you to bring

+ Other Degree / Diploma: Freight Forwarding

+ BU/FU: Air Logistics 0-2 years

+ Freight Forwarding: 0-2 years

+ Analytical & Organizing skills

+ Communication & Conflict resolution skills

+ Decision making & Problem solving skills

+ Time Management

+ Ideal candidates shall have demonstrable analytical, communication, conflict resolution and organizational skills.

+ Problem Solving, Decision Making, and the ability to work under time pressures is a must.

+ Candidates shall have the ability to speak persuasively whilst demonstrating empathy, adaptability, and the use of positive language.

+ An ideal candidate must demonstrate self-control, patience, effective listening, attentiveness, and time management. They must have willingness and drive to continuously improve.

+ Local language Fluent

+ English Intermediate

What's in it for you

There has never been a better time to work in logistics. Bring your skills to an industry that offers stability and international career growth. We offer a great compensation and medical/dental benefits package, employee discounts, tuition reimbursement, excellent training programs, and a fun, and interesting global work environment.

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 an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: [email protected] with the nature of your request. We will answer your inquiry within 24 hours.