Airfreight Customer Success 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

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.