Air Logistics Customer Care Specialist

Kuehne Nagel; Richmond; On-site; CAD 58,000 - 72,000; Full time

Job summary

Kuehne+Nagel is hiring an Air Logistics Customer Care Specialist in Canada to support Perishables customers from shipment planning through final delivery. You will be the main contact for customers, carriers, and overseas offices, driving service excellence and business growth in a fast-paced environment.

The role requires 3+ years in logistics, strong knowledge of air/ocean/road transport, and excellent communication, negotiation, and analytical skills.

Qualifications

• 3+ years of experience in logistics, transportation, freight forwarding, or supply chain operations.
• Strong knowledge of air, ocean, and road transportation, customs processes, and Incoterms.
• Excellent verbal and written communication skills with the ability to build strong customer relationships.

Responsibilities

• Build and maintain strong customer relationships through regular communication and proactive account management.
• Serve as a primary escalation contact, ensuring customer concerns are addressed quickly and effectively.
• Coordinate with customers, carriers, overseas offices, and third-party providers to ensure successful perishable shipments.
• Prepare and process shipment documentation, including AWBs, Bills of Lading, and other docs.
• Maintain and update operational files, tariff information, customer records, and shipment templates.
• Monitor daily operations to ensure milestones and cut-off times are met.
• Provide customers with shipment updates, regulatory guidance, and transport solutions.
• Support preparation of customer quotations, spot rates, and seasonal pricing proposals.
• Negotiate rates and service with carriers and subcontractors to secure competitive solutions.
• Manage invoicing activities, approvals, and acknowledgments within timelines.
• Investigate shipment exceptions and support claims management processes.
• Prepare operational and customer service reports for stakeholders and clients.
• Drive continuous improvement to enhance customer satisfaction and service quality.
• Identify opportunities to expand relationships and support business growth through service delivery.

Skills

Customer service

Excellent communication

Negotiation skills

Analytical thinking

Organized and detail oriented

Education

Degree in International Business / Logistics

CIFFA certification asset

Tools

Microsoft Office

Transportation/logistics systems

Job description

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. And by transporting medicines, toys and important machine parts, you are not only delivering goods, you are making small and big moments possible for people all around the world. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

Are you passionate about customer service, logistics, and the fast-paced world of perishable goods transportation? We are seeking an Air Logistics Customer Care Specialist to play a critical role in supporting our Perishables customers and ensuring a seamless customer experience from shipment planning through final delivery. In this role, you will act as a key point of contact for customers, carriers, overseas offices, and operational teams, helping to drive service excellence, customer satisfaction, and long-term business growth. The successful candidate will thrive in a dynamic environment, proactively solve challenges, and contribute to continuous operational improvement.

How you create impact

• Build and maintain strong customer relationships through regular communication and proactive account management.
• Serve as a primary escalation contact, ensuring customer concerns are addressed quickly and effectively.
• Coordinate and communicate with customers, carriers, overseas offices, and third-party providers to ensure the successful transport of perishable shipments.
• Prepare and process shipment documentation, including Air Waybills (AWBs), Bills of Lading, CERS filings, and other import/export documentation.
• Maintain and update operational files, tariff information, customer records, and shipment templates with accurate and timely information.
• Monitor daily operations to ensure shipment milestones and operational cut-off times are consistently achieved.
• Provide customers with shipment updates, regulatory guidance, and transportation solutions tailored to their requirements.
• Support the preparation of customer quotations, spot rates, and seasonal pricing proposals.
• Negotiate rates and service arrangements with carriers and subcontractors to secure competitive transportation solutions.
• Manage invoicing activities, invoice approvals, and invoice acknowledgment processes while ensuring compliance with established timelines.
• Investigate shipment exceptions, trace lost or misdirected cargo, and support claims management processes.
• Prepare operational, performance, and customer service reports for internal stakeholders and clients.
• Drive continuous improvement initiatives focused on customer satisfaction, service quality, and operational efficiency.
• Identify opportunities to expand customer relationships and support business growth through exceptional service delivery.
• Ensure operational supplies, tools, and resources are available to support uninterrupted service.

What we would like you to bring

• 3+ years of experience in logistics, transportation, freight forwarding, or supply chain operations.
• Strong knowledge of air, ocean, and road transportation, customs processes, and Incoterms.
• Degree or diploma in International Business, Logistics, Supply Chain, or a related field preferred; CIFFA certification is an asset.
• Excellent verbal and written communication skills with the ability to build strong customer relationships.
• Strong analytical, problem-solving, and negotiation skills with a customer-focused mindset.
• Ability to work effectively under pressure, manage multiple priorities, and consistently meet deadlines.
• Highly organized, detail-oriented, and process-driven with strong administrative capabilities.
• Proficiency in Microsoft Office applications and transportation/logistics systems, with the ability to work independently and collaboratively within a team environment.

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. The target base salary range for this position is between $58,000 and $72,000. Base salary is part of a competitive total rewards package that includes health and dental benefits, a retirement savings plan, and tuition reimbursement. 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.

Artificial Intelligence (AI) tools may be used to support portions of the recruitment process, such as reviewing application materials or assisting with scheduling. These tools analyze information to help inform decision making; however, all hiring decisions are made by human reviewers.

If you require an accommodation for the recruitment /interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

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.