Air Logistics Customer Care Specialist

Kuehne+Nagel; Wakefield (MA); On-site; USD 32,000 - 40,000; Full time

Job summary

Kuehne+Nagel seeks a Customer Care Specialist to own local customer relationships, deliver outstanding service, and drive profitability. You will be the primary contact for assigned customers, enhancing experience across touchpoints and coordinating with internal teams to align offerings.

Strong commercial mindset and collaboration are essential, with adaptability to evolving needs. You will operate within a dynamic freight-forwarding environment, supporting growth in US markets, and

Qualifications

• Must be able to own the local customer relationship and drive growth while maximizing profitability.
• Deliver excellence in every local interaction and elevate the customer experience across touchpoints.
• Proactive in shaping performance, meeting and exceeding standards and metrics.

Responsibilities

• Be the main point of contact for your assigned local customers and own their experience with K+N.
• Manage customer experience, service delivery, satisfaction, and local profitability.
• Collaborate with internal teams to align on customer needs and solutions.

Skills

Self-motivated

Customer-centric

Commercial acumen

Collaborative communication

Solution-oriented

Adaptability

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 core purpose of the Customer Care Specialist and their responsibility is to: Grow, retain and serve the customer through commercial, local customer ownership while maximizing profitability. The Customer Care Specialist is to deliver excellence in every local interaction and thereby, elevating the customer experience across all touchpoints.

How you create impact

You will be the main point of contact for your local, assigned customers, proactively owning the following elements and taking full responsibility for their experience with K+N: customer experience, delivering service and satisfaction to the highest level customer growth, retention and serving the local customer with all their requirements, maximizing customer profitability.

What we would like you to bring

• Self-Driven Performance : Proactively takes full initiative in shaping their own personal performance with a self-driven mindset, consistently meeting and exceeding Global Air Logistics standards and metrics.
• Customer-Centric Mindset : Places the customer at the core of all actions, demonstrating empathy and understanding of customer needs, consistently striving to deliver an exceptional customer experience and satisfaction whist building a strong partner relationship. Maintains a relentless drive to improve customer satisfaction alongside strategic business outcomes.
• Commercial Acumen: Owning the local customer relationship to manage their growth and retention, identify upselling opportunities, and deliver value-added solutions. Facilitate spot quotations with proactive follow-ups whilst maximising profitability with an entrepreneurial approach.
• Collaborative Communication : Demonstrates strong interpersonal skills to foster alignment across internal teams and departments leading to deliver overall customer satisfaction.
• Solution-Oriented Approach : Focuses on resolving customer issues effectively while balancing customer service excellence with customer profitability.
• Adaptability : Thrives in dynamic environments and embraces change with resilience and flexibility.

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. The hourly wage range for this position is between $23 and $29. 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. #LI-AH

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 [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 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.