Air Logistics Customer Care Specialist

About the Role

Kuehne & Nagel Logistics is seeking an Air Logistics Customer Care Specialist to join the Freight Forwarding team in Jeddah. This full-time role focuses on delivering a professional, proactive, and solution-oriented customer experience within air logistics operations. The specialist will contribute to customer satisfaction by ensuring seamless coordination and support for air freight shipments.

Role Context and Contribution

As part of the Customer Care Location (CCL) team, the Air Logistics Customer Care Specialist serves as the primary point of contact for customers. The role involves building strong relationships through service and communication, working closely with customers, sales teams, and Operational Care Centers (OCCs). This collaboration ensures efficient air freight shipment coordination, prompt issue resolution, and proactive updates throughout the transportation process.

Key Responsibilities

• Provide proactive advice and consultation to customers to maintain high satisfaction and a positive customer experience.
• Monitor customer shipments, provide proactive updates, and resolve potential issues before they impact the customer.
• Manage customer onboarding, including accurate setup and maintenance of requirements, rates, and service agreements within Kuehne + Nagel systems.
• Ensure seamless information flow to Operational Care Centers (OCCs) for efficient and accurate shipment execution.
• Handle customer complaints professionally, coordinating with stakeholders for timely resolution.
• Qualify customer inquiries, prepare quotations according to corporate pricing guidelines, and identify upselling opportunities with follow-up until closure.
• Build and maintain operational relationships with Sales and Account Management teams to support customer growth and retention.
• Create, review, and refine customer and operational reports, providing performance analysis and actionable insights.
• Manage claims throughout the entire process, from initial reporting and investigation to final resolution.
• Act as the customer's advocate within the organization, promoting service excellence and continuous improvement.

Work Environment and Development

This role offers the opportunity to work within a globally recognized logistics organization in a collaborative and multicultural environment. The position provides exposure to international air logistics operations and supports professional growth and development. The specialist will contribute to shaping positive customer experiences and operational excellence daily.