Air Logistics Customer Care Expert

Kuehne+Nagel; Dulles Town Center (VA); On-site; USD 52,000 - 70,000; Full time

Job summary

Kuehne+Nagel in the United States is seeking an Air Logistics Customer Care Specialist to manage customer relationships, coordinate shipment activities, and ensure a consistent customer experience across internal teams.

You will own customer communications, monitor shipments, resolve issues, and identify opportunities to improve service and retention while onboarding new customers and ensuring accurate documentation.

Qualifications

• Experience in customer service, account management, logistics, transportation, or related environment.
• Strong verbal and written communication skills with a customer-focused approach.
• Ability to manage customer concerns, resolve issues, and maintain positive professional relationships.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Proficiency with Microsoft Office applications, including Outlook and Excel.
• Strong problem-solving skills and ability to work collaboratively across departments.
• Commercial awareness and interest in supporting customer retention and growth.
• Willingness to learn new systems, processes, and industry regulations.
• Experience in air freight, freight forwarding, or logistics is preferred.
• Education or training in freight forwarding or logistics is preferred.

Responsibilities

• Serve as the primary point of contact for assigned customers, providing consistent communication and support.
• Monitor air freight shipments and communicate updates, delays, and exceptions to customers.
• Coordinate with operations, pricing, sales, and other internal teams to resolve shipment issues and meet customer expectations.
• Manage customer inquiries, concerns, and escalations professionally through resolution.
• Support customer retention and growth by identifying opportunities to improve service and offer additional solutions.
• Prepare and follow up on spot quotations based on customer requirements.
• Assist with onboarding new customers and ensuring accurate shipment documentation.
• Maintain accurate customer profiles, shipment records, and pricing information within internal systems.
• Support compliance with applicable freight forwarding regulations and company procedures.
• Identify opportunities to improve customer satisfaction, operational efficiency, and overall service quality.

Skills

Customer service

Communication skills

Organization

Microsoft Office

Problem-solving

Education

Freight forwarding or logistics education

Tools

Outlook

Excel

CRM systems

Job description

Kuehne+Nagel in the United States is seeking an Air Logistics Customer Care Specialist to manage customer relationships, coordinate shipment activities, and ensure a consistent customer experience across internal teams.

You will own customer communications, monitor shipments, resolve issues, and identify opportunities to improve service and retention while onboarding new customers and ensuring accurate documentation.