Air Logistics Customer Care Specialist

About the Role

Kuehne+Nagel is seeking an Air Logistics Customer Care Specialist to join its Freight Forwarding team in Riyadh, Saudi Arabia. This full-time role focuses on delivering professional, proactive, and solution-oriented customer interactions within air logistics operations. The specialist will contribute to ensuring seamless coordination of air freight shipments and high customer satisfaction.

Role Context and Impact

As a member of the Customer Care Location (CCL) team, the specialist serves as the primary point of contact for customers. This involves building strong relationships through service and communication, working closely with customers, sales teams, and Operational Care Centers (OCCs). The role ensures efficient air freight shipment coordination, prompt issue resolution, and proactive updates throughout the transportation process, directly supporting operational teams to meet and exceed customer expectations.

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 affect customer experience.
• Manage customer onboarding, including accurate setup and maintenance of customer requirements, agreed 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 aligned with 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 and closure.
• Act as the customer's advocate within the organization, promoting service excellence and continuous improvement across all touchpoints.

Work Environment

This role is based in Riyadh, Saudi Arabia, within a collaborative and multicultural environment. The position offers exposure to international air logistics operations and opportunities for professional development within a globally recognized logistics organization.

Company Overview

Kuehne+Nagel is a global logistics leader involved in transporting goods, optimizing processes, and fulfilling customer commitments. The company's contributions support various industries by delivering essential items worldwide.