Air Logistics Customer Care Specialist

About the Role

As an Air Logistics Customer Care Specialist at Kuehne & Nagel Logistics in Riyadh, you will be a key member of the Freight Forwarding team. This full-time role focuses on ensuring a professional, proactive, and solution-oriented customer experience for air freight shipments. You will contribute to the efficient transportation of goods and the fulfillment of customer commitments.

Role Context and Impact

Operating within the Customer Care Location (CCL) team, you will serve as the primary point of contact for customers. The position involves building strong relationships through service and communication, working closely with customers, sales teams, and Operational Care Centers (OCCs). Your efforts will ensure seamless coordination of air freight shipments, prompt issue resolution, and proactive updates throughout the transportation process, directly impacting customer satisfaction.

Key Responsibilities

• Provide proactive advice and consultation to customers to maintain high satisfaction.
• Monitor customer shipments, provide proactive updates, and resolve potential issues before they affect the customer experience.
• Manage customer onboarding, including accurate setup and maintenance of customer requirements, rates, and service agreements within Kuehne & Nagel systems.
• Ensure seamless information flow to Operational Care Centers (OCCs) for efficient shipment execution.
• Handle customer complaints professionally and coordinate with stakeholders for timely resolution.
• Qualify customer inquiries, prepare quotations according to corporate pricing guidelines, identify upselling opportunities, and ensure 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 from initial reporting and investigation through to final resolution.
• Act as the customer's advocate within the organization, ensuring service excellence and continuous improvement.

Qualifications and Experience

• Experience in Air Logistics, Freight Forwarding, Customer Care, or a customer-facing role within the logistics industry.
• Strong customer service orientation with communication and relationship-building skills.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Proactive problem-solving skills and the ability to make sound decisions under pressure.
• Commercial awareness; experience in quotation management and identifying business opportunities is an advantage.
• Proficiency in working with operational systems, data, and performance reporting.
• Strong collaboration skills for effective work with cross-functional and international teams.

Work Environment

This role is based in Riyadh and is part of a globally recognized logistics organization. You will operate in a collaborative and multicultural environment, contributing to international air logistics operations.

Application Information

Kuehne & Nagel Logistics offers opportunities for professional growth and development within a stable environment. Qualified candidates are encouraged to apply.