Customer Care Specialist Air Logistics

Kuehne+Nagel; Schiphol-Rijk; On-site; EUR 42,000 - 54,000; Full time

Benefits offered by this job

Pension scheme

Travel allowance

24 vacation days

3.5 ATV days

Option to purchase additional days

Job summary

Kuehne+Nagel is seeking a Customer Care Specialist in the Netherlands to manage healthcare air logistics, ensure a high‑quality customer experience and drive profitability across the portfolio. You will interact regularly with customers, coordinate with Operations and Revenue Care, and support implementations when needed.

The role requires 3–5 years in air logistics for healthcare, excellent English and Dutch, strong organization, attention to detail and the ability to work at least 40 hours

Qualifications

• 3–5 years of experience in Air logistics freight forwarding, healthcare focus.
• Organisational and administrative strength, able to set priorities.
• Detail-oriented with multitasking ability.
• Customer- and service-oriented mindset with commercial focus.
• Fast-paced environment, able to prioritise and adapt quickly.
• Excellent command of English and Dutch, written and spoken.
• Available to work 40 hours per week.

Responsibilities

• Own the customer file and ensure data availability for stakeholders while complying with regulations.
• Monitor shipments, communicate proactively with customers, and handle feedback and escalations.
• Promote and drive use of customer-facing digital solutions and portals.
• Support or lead customer implementations with Operations and related teams.
• Drive profitability through spot quotations and upselling of Kuehne+Nagel products.
• Monitor gross profit trends and liaise with procurement stakeholders.

Skills

Customer care

Communication

Negotiation

Organisational skills

Attention to detail

Multitasking

English language

Dutch language

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. 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.

The customer care specialist is responsible for the daily execution and delivery of an exceptional customer experience, leading to consistent customer excellence and satisfaction. By regular and frequent direct interaction with our customers, the customer care specialist will have a clear understanding of customer requirements and expectations, as well as their business development. In this role you will use proactive customer communication and problem resolution, and in parallel with engagement of relevant stakeholders, ensure that customer needs are met efficiently and effectively. You are also responsible for focusing on customer growth and maximizing profitability for your customer portfolio within healthcare as a vertical.

How you create impact

• As the customer care specialist owns the customer and with shipment ownership, he/she drives the most efficient way of file handling and availability of customer data and requirements in order for stakeholder teams to deliver according to customer expectations. At the same time, ensure regulatory and compliance adherence.
• Ensure consistent shipment monitoring and pro‑active customer communication, and effectively handle and respond to customer feedback, complaints and escalations and ensure swift corrective actions.
• Ensure awareness of customer‑facing digital solutions and encourage the usage by our customers. Participate in training, as needed for up‑to‑date knowledge and promote Kuehne+Nagel portal usage within his/her 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 team, as required and participate in Global Customer Implementation Methodology scalable trainings.
• The customer care specialist stays on top of customer retention and manages and develops customer growth. Drive maximization of profitability with a high focus on spot quotation execution and fast response time including fast follow‑up of spotquote with the customer to increase the hit ratio of spotquotes, and by upselling and promoting Kuehne+Nagel products.
• (S)he focuses on customer trends and ongoing Gross Profit analysis, as well as liaising with stakeholders responsible for procurement.

What we would like you to bring

• You have at least 3 to 5 years of relevant experience within Air logistics freight forwarding, focus on healthcare.
• You are organisationally and administratively strong, can set priorities and separate main issues from side issues.
• Attention to detail and able to multitask.
• You have a customer‑ and service‑oriented attitude in combination with a commercial mindset.
• You prefer to work in a fast‑paced and dynamic environment and are able to prioritise and shift gears quickly.
• MUST have an excellent command of the English and Dutch language, both verbally and in writing.
• Strong communication and negotiations skills are present.
• You are available 40 hours per week, less is not possible.

What's in it for you

We offer a challenging position in a dynamic working environment where development and progress are important. You will join an ambitious and energetic team. We work in a flexible working schedule to maintain a work‑life balance. You will start with an annual contract, becoming permanent after mutual satisfaction. In addition to a market‑conform salary, we also offer a good pension scheme and travel allowance. You will have 24 vacation days, 3.5 ATV days and the option to purchase additional days. 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 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.