Air Logistics Operational Care Specialist

Kuehne Nagel; Richmond; On-site; CAD 50,000 - 60,000; Full time

Job summary

As a member of the Freight Forwarding team, Kuehne+Nagel coordinates shipments accurately and efficiently to meet transit‑time requirements. You’ll manage bookings, prepare documentation, monitor progress, and handle deviations within OCC processes alongside Customer Care Specialists.

Collaborating with partners, gateways, and internal teams, you’ll ensure KPI delivery, optimize costs, and drive process improvements while aligning with air transport regulations and company guidelines.

Qualifications

• Minimum 1 year of experience in air logistics or freight forwarding.
• Degree in Logistics or related field; CIFFA certification is preferred.
• Strong airfreight knowledge with a proactive, service‑oriented mindset.
• Proficiency with the MS Office Suite (Excel, Word, Outlook).
• Ability to communicate effectively and coordinate with suppliers, partners, and internal teams.
• Solid understanding of regulatory requirements and industry‑specific guidelines.
• High attention to detail with strong organizational and communication skills.
• Ability to work under pressure while maintaining accuracy and professionalism.
• Strong analytical, problem‑solving, and time‑management skills.
• Demonstrated teamwork and collaboration abilities.

Responsibilities

• Manage and execute all operational activities accurately, reliably, and on time, while minimizing overdue tasks and meeting defined customer deliverables
• Follow established communication protocols to ensure effective and timely coordination with all stakeholders
• Monitor shipments end‑to‑end, proactively follow up on deviations, and ensure timely, accurate updates in Kuehne+Nagel systems — including financial data such as costs
• Review and clarify Customer Care Location (CCL) instructions when discrepancies arise related to regulatory requirements, routing, transit times, rate information, or other conflicts
• Immediately escalation operational issues, disputes, or discrepancies to supervisors or managers
• Collaborate closely with partners, suppliers, gateways, warehouse teams, customs, the Revenue Care Center (RCC), and other internal and external stakeholders as needed
• Monitor carrier and partner performance, escalating concerns when service levels or commitments are not met
• Work with the Optimization Team to ensure efficient process execution, maximize system utilization, and reduce manual processes through automation
• Support profitability by identifying and executing cost‑optimization opportunities
• Participate in identifying process improvements and implementing operational enhancements
• Partner with Sales and Customer Care teams during account implementation to ensure a smooth transition from sales to operations

Skills

Air logistics knowledge

MS Office proficiency

Communication skills

Time management

Teamwork

Education

Degree in Logistics or related field

CIFFA certification (preferred)

Tools

MS Office Suite

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.

How you create impact

The Operational Care Specialist is responsible for coordinating shipments accurately, efficiently, and in line with customer transit‑time requirements. As part of our Operational Care Center (OCC), this role manages end‑to‑end transport activities, including executing bookings with partners and gateways, preparing all required documentation, and monitoring each shipment through completion, including proactive deviation handling. You will work closely with our Customer Care Specialists to ensure all customer‑specific requirements are met (such as transit times, carrier selection, and routing). Securing buy rates when needed, as well as ensuring capacity with qualified carriers, partners, or Kuehne+Nagel gateways, is a key part of the role. All activities must be performed in full compliance with air transport regulations, industry and product standards, Kuehne+Nagel guidelines, and within Kuehne+Nagel operational systems.

• Manage and execute all operational activities accurately, reliably, and on time, while minimizing overdue tasks and meeting defined customer deliverables
• Follow established communication protocols to ensure effective and timely coordination with all stakeholders
• Monitor shipments end‑to‑end, proactively follow up on deviations, and ensure timely, accurate updates in Kuehne+Nagel systems — including financial data such as costs
• Review and clarify Customer Care Location (CCL) instructions when discrepancies arise related to regulatory requirements, routing, transit times, rate information, or other conflicts
• Immediately escalation operational issues, disputes, or discrepancies to supervisors or managers
• Collaborate closely with partners, suppliers, gateways, warehouse teams, customs, the Revenue Care Center (RCC), and other internal and external stakeholders as needed
• Monitor carrier and partner performance, escalating concerns when service levels or commitments are not met
• Work with the Optimization Team to ensure efficient process execution, maximize system utilization, and reduce manual processes through automation
• Support profitability by identifying and executing cost‑optimization opportunities
• Participate in identifying process improvements and implementing operational enhancements
• Partner with Sales and Customer Care teams during account implementation to ensure a smooth transition from sales to operations

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.

This job posting relates to an available role and not a future talent pool.

What we would like you to bring

• Minimum 1 year of experience in air logistics or freight forwarding
• Degree in Logistics or related field; CIFFA certification is preferred
• Strong airfreight knowledge with a proactive, service‑oriented mindset
• Proficiency with the MS Office Suite (Excel, Word, Outlook)
• Ability to communicate effectively and coordinate with suppliers, partners, and internal teams
• Solid understanding of regulatory requirements and industry‑specific guidelines
• High attention to detail with strong organizational and communication skills
• Ability to work under pressure while maintaining accuracy and professionalism
• Strong analytical, problem‑solving, and time‑management skills
• Demonstrated teamwork and collaboration abilities

What's in it for you

• The target base salary range for this position is between $50,000 and $60,000.

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.

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.