Air Logistics Customer Care Specialist

Kuehne Nagel; Erlanger (KY); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health benefits

401k

Tuition reimbursement

Incentive compensation

Job summary

Kuehne+Nagel is seeking a Customer Care Specialist in the United States to support our Freight Forwarding customers. You will ensure proactive service, handle inquiries across channels, and collaborate with sales and OCC to maintain high customer satisfaction.

The role emphasizes real-time data handling in AirLOG, swift problem resolution, and close cooperation with internal teams to deliver on our service commitments and billing accuracy. A dynamic, global work environment awaits.

Qualifications

• 3-5 years of freight forwarding/3PL experience.
• Knowledge of rules and regulations for Airfreight.
• Support both customers and internal stakeholders to ensure satisfaction and service excellence.
• Self-starter with good judgment and can proactively manage up where appropriate.
• Accountable for results, strives to meet and exceed expectations.
• Time management/prioritization and follow-up skills.
• Outstanding organizational and multitasking abilities.
• Active listener with excellent communication skills.
• Sound judgment and critical thinking.

Responsibilities

• Maintain Real Time Visibility of our Customers’ Transactions in AirLOG by Updating Route Maps and following the Airfreight 2.0 Tag methodology.
• Drive all elements of the customer into our core operating systems and tools by requesting Business Profile creation/updates, customer quotations into AirLOG/QTAir and requisite Customer Wiki page.
• Monitor, prioritize and balance customer specific needs on a daily basis by answering queries and requests through multi channel communication streams.
• Monitor SSC performance related to Customer Care processes.
• Collaborate with the Airfreight Process Manager to drive SSC and automation utilization related to Customer Care processes.
• Timely escalation handling for SSC when assistance is needed for Customer Care processes.
• Collaborate with K+N sales to develop customer specific work instructions and implement continuous improvement measures that ensures the overall health of our relationship with our customers.
• Collaborate with the Operational Care Centre to ensure we deliver on our service commitment by analyzing Customer KPI reports in order to communicate and assist the OCC in implementing corrective and preventative actions.
• Collaborate with the Revenue Cost Centre to ensure all quotes, rates and agreements with the customer produce accurate and timely billing and maximize GP.
• Complete Forwardering Sub Ledger closure of customer shipments using ACON and within the requirements as stipulated by our corporate financial goals (accuracy, timeliness).
• Receive and submit final customer rate requests (Freightnet or the Pricing Team).

Skills

Freight forwarding experience

Airfreight knowledge

Customer service

Communication

Multi-channel support

Tools

AirLOG

QTAir

CRM systems

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.

The Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with Kuehne + Nagel. Specifically, the Customer Care Specialist is part of a team within our CCL’s – Customer Care Locations, who are responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centers (OCC’s) have all of the necessary information (including systematic information) to be able to execute on our customer behalf.

How you create impact

• Maintain Real Time Visibility of our Customers’ Transactions in AirLOG by Updating Route Maps and following the Airfreight 2.0 Tag methodology.
• Drive all elements of the customer into our core operating systems and tools by requesting Business Profile creation/updates, customer quotations into AirLOG/QTAir and requisite Customer Wiki page.
• Monitor, prioritize and balance customer specific needs on a daily basis by answering queries and requests through multi channel communication streams.
• Monitor SSC performance related to Customer Care processes.
• Collaborate with the Airfreight Process Manager to drive SSC and automation utilization related to Customer Care processes.
• Timely escalation handling for SSC when assistance is needed for Customer Care processes.
• Collaborate with K+N sales to develop customer specific work instructions and implement continuous improvement measures that ensures the overall health of our relationship with our customers.
• Collaborate with the Operational Care Centre to ensure we deliver on our service commitment by analyzing Customer KPI reports in order to communicate and assist the OCC in implementing corrective and preventative actions.
• Collaborate with the Revenue Cost Centre to ensure all quotes, rates and agreements with the customer produce accurate and timely billing and maximize GP.
• Complete Forwardering Sub Ledger closure of customer shipments using ACON and within the requirements as stipulated by our corporate financial goals (accuracy, timeliness).
• Receive and submit final customer rate requests (Freightnet or the Pricing Team).

What we would like you to bring

• 3-5 years of freight forwarding/ 3PL experience
• Knowledge of rules and regulations for Airfreight
• Support both customers and internal stakeholders to ensure satisfaction and service excellence
• Self-starter with good judgment and can proactively manage up where appropriate
• Accountable for results, strives to meet and exceed expectations
• Time management/prioritization and follow-up skills
• Outstanding organizational and multitasking abilities
• Active listener with excellent communication skills
• Sound judgment and critical thinking

This position is not eligible for employment visa sponsorship. Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future employer sponsorship.

What's in it for you

At Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. Base wage is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles. 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.

Kuehne+Nagel participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

Artificial Intelligence (AI) tools may be used to assist in specific process [e.g., screening applications, interview scheduling]. These tools analyze information to support decision-making, but final 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.

Kuehne+Nagel is committed to Equal Employment Opportunity (“EEO”) and to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful retaliation. Kuehne+Nagel strictly prohibits all discrimination on the basis of race, ancestry, color, age, national origin, ethnicity, religious creed or belief, physical or mental disability, marital or familial status, legally protected medical condition, genetic information, military or veteran status, sex (including pregnancy, childbirth, breastfeeding, or related medical condition), gender (including gender identity and gender expression), sexual orientation, citizenship status, protected activity (such as opposition to or reporting of prohibited discrimination or harassment. Kuehne+Nagel will also make reasonable accommodations for disabled applicants and employees, including accommodations for pregnancy and childbirth, and for the sincerely held religious beliefs of applicants and employees depending upon individual circumstances unless such accommodation would create an undue hardship on Kuehne+Nagel.