Air Logistics Customer Care Specialist

Kuehne+Nagel; Virginia; On-site; USD 42,000 - 58,000; Full time

Job summary

Kuehne+Nagel is seeking an Air Logistics Customer Care Specialist to be the main contact for customers, manage relationships, and coordinate shipment activities in air logistics. You will work with internal teams to resolve issues, support customer needs, and drive service improvements.

The role emphasizes owning the customer experience, delivering timely communication, and maintaining accurate shipment documentation in a dynamic freight-forwarding environment.

Qualifications

• Experience in customer service, account management, logistics, or a related environment.
• Strong verbal and written communication skills with a customer-focused approach.
• Ability to manage customer concerns, resolve issues, and maintain positive relationships.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple responsibilities in a fast-paced environment.

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

Account management

Logistics

Communication

Problem solving

Tools

MS Office

CRM system

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.

As an Air Logistics Customer Care Specialist, you will serve as a primary point of contact for customers, managing relationships, coordinating shipment activities, and ensuring a consistent customer experience. You will work closely with internal teams to resolve issues, support customer needs, and identify opportunities to strengthen relationships and improve service.

How you create impact

ou will take ownership of customer relationships while supporting the daily coordination of air logistics shipments, ensuring customers receive timely communication, accurate information, and reliable service.

• 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

What we would like you to bring

You bring a strong customer service mindset, clear communication skills, and the ability to stay organized while managing multiple priorities. You are comfortable working with customers and internal teams, solving problems, and taking ownership of the customer experience.

• Experience in customer service, account management, logistics, transportation, or a 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 the ability to work collaboratively across departments

• Commercial awareness and an 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

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 pay 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 based on 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.

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.

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 processes, such as screening applications and 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 an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: [e-mail] with the nature of your request. We will answer your inquiry within 24 hours.