Air Logistics Customer Care Specialist

About the Role

Kuehne+Nagel is seeking an Air Logistics Customer Care Specialist to join its team in Makkah, with operations covering Jeddah and Makkah. This full-time role is central to ensuring a positive customer experience by serving as the primary point of contact for air freight customers. The specialist will build relationships through service and communication, working with customers, sales teams, and Operational Care Centers (OCCs) to manage shipments and resolve issues.

Role Purpose and Impact

The Air Logistics Customer Care Specialist contributes to customer satisfaction by ensuring operational teams have the necessary information and support for successful shipment execution. This involves proactive communication and issue resolution to maintain service quality throughout the transportation process.

Key Responsibilities

• Advise and consult customers to ensure satisfaction and a positive customer experience.
• Monitor customer shipments, provide proactive updates, and resolve potential issues.
• Manage customer onboarding, including accurate setup and maintenance of customer requirements, rates, and service agreements within Kuehne+Nagel systems.
• Ensure information flow to Operational Care Centers (OCCs) for efficient shipment execution.
• Handle customer complaints professionally, coordinating with stakeholders for timely resolution.
• Qualify customer inquiries, prepare quotations in line with pricing guidelines, and identify upselling opportunities.
• 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.
• Manage claims from initial reporting and investigation to final resolution.
• Act as the customer's advocate within the organization, ensuring service excellence.

Qualifications and Experience

• 0-1 year of relevant experience.
• Demonstrated ability to build strong customer relationships.
• Proficiency in effective communication and issue resolution.

Work Environment

This position is a full-time role within Kuehne+Nagel, a globally recognized logistics leader. The work environment is collaborative and multicultural, focusing on international air logistics operations.

Career Development

Kuehne+Nagel offers opportunities for professional growth and development, providing exposure to international air logistics and the chance to build expertise while delivering service to customers globally.