Air Logistics Healthcare Customer Care Specialist

About the role

As a member of the Freight Forwarding team at Kuehne+Nagel, you will play a key role in transporting goods, optimizing processes, and fulfilling our customers' promises. You will support healthcare customers by delivering exceptional service, operational excellence, and supply chain solutions. In this role, you will serve as the primary point of contact for customers, ensuring seamless shipment execution, proactive communication, issue resolution, and compliance with healthcare logistics standards and regulatory requirements. You will collaborate closely with internal teams and customers to provide innovative solutions that support critical healthcare supply chains.

Responsibilities

• Serve as the primary customer contact for healthcare air logistics shipments, ensuring a high level of service, communication, and customer satisfaction.
• Manage customer onboarding activities, including SOP implementation, system setup, and coordination of operational requirements to support successful launches.
• Proactively monitor import and export shipments, communicate shipment status updates, anticipate potential disruptions, and coordinate resolution efforts.
• Act as a trusted advisor to customers by understanding their supply chain needs and recommending appropriate Kuehne+Nagel products and service solutions.
• Lead customer issue resolution activities, including complaint management, root cause analysis, claims coordination, and corrective action follow-up.
• Partner with Operations, Warehouse, Procurement, Customs, and other internal stakeholders to ensure efficient shipment execution and service delivery.
• Support continuous improvement initiatives through performance analysis, KPI monitoring, audit participation, regulatory compliance, and identification of new business opportunities within existing customer accounts.

Requirements

• Experience in air freight forwarding, logistics, supply chain management, or customer care within a transportation or logistics environment.
• Strong customer relationship management and communication skills with the ability to effectively engage internal and external stakeholders.
• Knowledge of healthcare, pharmaceutical, or life sciences logistics, including awareness of GDP, GxP, and other industry compliance requirements, is preferred.
• Proven analytical, problem-solving, and decision-making abilities with experience managing customer issues and driving resolution.
• High level of organization, attention to detail, and ability to manage multiple priorities in a fast-paced, customer-focused environment.
• Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future employer sponsorship.

Benefits

• Competitive total rewards package including health and welfare benefits.
• 401k retirement savings plan.
• Tuition reimbursement.
• Incentive compensation for eligible roles.

Individual pay may vary from the target range and is determined by factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data.