Operational Care Specialist

Kuehne + Nagel; Liverpool; On-site; GBP 32,000 - 46,000; Full time

Job summary

Kuehne + Nagel in Liverpool is seeking an Operational Care Specialist in our Sea Logistics OCC to ensure smooth export shipments. You will manage bookings, documentation, carrier coordination and deliver accurate, timely, high‑quality service to customers.

You will coordinate with customers, carriers and suppliers, review instructions for compliance, monitor performance, support onboarding of new colleagues, and help sustain process improvements across the freight forwarding team.

Qualifications

• Experience in freight forwarding or transport planning, ideally with focus on Seafreight.
• Strong knowledge of Incoterms, shipment types, forwarding processes, and operational regulations.
• High level of organisation, attention to detail, analytical mindset, and ability to work under pressure.
• Strong customer service orientation, effective communication skills, and the ability to collaborate across multiple teams.

Responsibilities

• Coordinate and align customer deliverables with Customers, carriers, partners, and suppliers to ensure smooth cargo movement.
• Deliver customer engagement, satisfaction, retention and reactivation with Field Sales to establish and strengthen operational relationships with customers.
• Ensure that all existing customers are communicated with regularly.
• Review and validate shipping instructions, ensuring compliance with country regulations, export controls, and routing requirements.
• Execute bookings, generate documentation, update operational systems, and communicate shipment details accurately and on time.
• Monitor carrier and vendor performance, elevate deviations, and resolve rate or performance issues when needed.
• Act as the main contact for services in scope and maintain strong daily communication with Customers, OCC departments, overseas offices, and suppliers.
• Support onboarding of new colleagues and assist with new customer implementations, including systems setup and working instruction creation.
• Ensure compliance with QMS, QSHE, export regulations, SOPs, and safety standards, and promote continuous improvement using TIP tools.
• Adhere to company policies, Code of Conduct, confidentiality requirements, and contribute to maximising gross profit on every shipment.

Skills

Freight forwarding

Customer service

Analytical mindset

Attention to detail

Time management

Fluent English

Tools

MS Excel

Job description

Join our Sea Logistics Operational Care Centre (OCC) and play a key role in ensuring the smooth coordination and execution of export shipments. As an Operational Care Specialist, you will be at the heart of our Export Customer Operations-managing bookings, documentation, carrier coordination and ensuring our customers receive accurate, timely and high-quality service.,

• Coordinate and align customer deliverables with Customers, carriers, partners, and suppliers to ensure smooth cargo movement.
• Deliver customer engagement, satisfaction, retention and reactivation with Field Sales to establish and strengthen operational relationships with customers.
• Ensure that all existing customers are communicated with regularly.
• Review and validate shipping instructions, ensuring compliance with country regulations, export controls, and routing requirements.
• Execute bookings, generate documentation, update operational systems, and communicate shipment details accurately and on time.
• Monitor carrier and vendor performance, elevate deviations, and resolve rate or performance issues when needed.
• Act as the main contact for services in scope and maintain strong daily communication with Customers, OCC departments, overseas offices, and suppliers.
• Support onboarding of new colleagues and assist with new customer implementations, including systems setup and working instruction creation.
• Ensure compliance with QMS, QSHE, export regulations, SOPs, and safety standards, and promote continuous improvement using TIP tools.
• Adhere to company policies, Code of Conduct, confidentiality requirements, and contribute to maximising gross profit on every shipment.
• Experience in freight forwarding or transport planning, ideally with focus on Seafreight.
• Strong knowledge of Incoterms, shipment types, forwarding processes, and operational regulations.
• High level of organisation, attention to detail, analytical mindset, and ability to work under pressure.
• Strong customer service orientation, effective communication skills, and the ability to collaborate across multiple teams.
• Ability to work independently and manage time-critical tasks while meeting deadlines.
• Proficiency in MS Office-especially Excel-and good understanding of systems and processes.
• Resilience, problem-solving skills, and ability to adapt to change and embrace new technologies.
• Fluent English, written and spoken.
• 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., 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.