Customer Care Specialist Air Logistics

Kuehne + Nagel; Schiphol; On-site; EUR 42,000 - 56,000; Full time

Job summary

Kuehne+Nagel is seeking a Customer Care Specialist Air Logistics to deliver exceptional service in healthcare freight forwarding at Schiphol. You will own the customer relationship and shipment ownership, ensuring data readiness and regulatory compliance to meet expectations.

You will monitor shipments, communicate proactively, handle feedback and escalations swiftly, promote digital tools, and collaborate with Operations, Revenue Care and Global Implementation teams to drive growth and

Qualifications

• 3–5 years in air logistics freight forwarding with healthcare focus.
• Strong organisational and administrative skills with the ability to set priorities.
• Attention to detail and ability to multitask in a fast-paced environment.
• Customer- and service-oriented attitude with a commercial mindset.
• Fluent in English and Dutch, written and spoken.
• Strong communication and negotiation skills.

Responsibilities

• Own the customer relationship and shipment ownership, driving efficient file handling and data availability to meet customer expectations while ensuring regulatory adherence.
• Monitor shipments consistently, provide proactive communication, and handle feedback, complaints and escalations with swift corrective actions.
• Increase customer awareness of digital solutions and promote portal usage; participate in trainings as needed.
• Collaborate with Operations, Revenue Care and Ops Optimization on customer implementations and stakeholder involvement.

Skills

Healthcare logistics

Customer focus

Communication

Negotiation

Dutch English

Multitasking

Job description

As a member of the Freight Forwarding team at Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. 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.

The Customer Care Specialist Air Logistics is responsible for the daily execution and delivery of an exceptional customer experience, leading to consistent customer excellence and satisfaction. Through regular and frequent direct interaction with customers, you will gain a clear understanding of customer requirements, expectations, and business development. In this role, you will ensure that customer needs are met efficiently and effectively through proactive communication, problem resolution, and engagement with relevant stakeholders. You will also focus on customer growth and maximizing profitability for your customer portfolio within healthcare as a vertical.

How you create impact

• Own the customer relationship and shipment ownership, driving the most efficient way of file handling and availability of customer data and requirements so stakeholder teams can deliver according to customer expectations, while ensuring regulatory and compliance adherence.
• Ensure consistent shipment monitoring and proactive customer communication, and effectively handle and respond to customer feedback, complaints and escalations, ensuring swift corrective actions.
• Ensure awareness of customer-facing digital solutions and encourage their usage by customers. Participate in training as needed for up-to-date knowledge and promote Kuehne+Nagel portal usage within your customer portfolio.
• When assigned to customer implementations, as either support or lead, bring active involvement and ensure participation by Operations, Revenue Care and Operations Optimization teams as required. Participate in Global Customer Implementation Methodology scalable trainings.
• Stay on top of customer retention and manage and develop customer growth. Drive maximization of profitability with a high focus on spot quotation execution and fast response times, including fast follow-up of spot quotes with the customer to increase the hit ratio, and by upselling and promoting Kuehne+Nagel products.
• Focus on customer trends and ongoing Gross Profit analysis, while liaising with stakeholders responsible for procurement.

What we would like you to bring

• At least 3 to 5 years of relevant experience within Air logistics freight forwarding, with a focus on healthcare.
• Strong organisational and administrative skills, with the ability to set priorities and separate main issues from side issues.
• Attention to detail and ability to multitask.
• A customer- and service-oriented attitude combined with a commercial mindset.
• A preference for working in a fast-paced and dynamic environment, with the ability to prioritise and shift gears quickly.
• Excellent command of the English and Dutch language, both verbally and in writing.
• Strong communication and negotiation skills.

What\'s in it for you

We offer you a challenging position in a dynamic working environment in which development and progress are important. You will join an ambitious and energetic team. We work with a flexible working schedule to support a good work-life balance. You will start with an annual contract, with the possibility of permanent employment afterwards if both sides are satisfied.

Kuehne + Nagel is a good and reliable company, therefore a VOG + VGB is requested at the start.

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, we offer a safe, stable environment where your career can make a real difference. Whether helping deliver life-saving medicines, developing sustainable transportation solutions or supporting local communities, your career will contribute to more than you can imagine.