Quick -Air Logistics Healthcare Customer Care Specialist

About the role

As an Air Logistics Healthcare Customer Care Specialist at Kuehne+Nagel, you will support QuickSTAT clients throughout every phase of the shipment process, with a focus on time-critical and temperature-controlled healthcare consignments. You will coordinate bookings, monitor shipments in transit, communicate proactively with clients, and work across internal teams to ensure shipments are handled accurately and in accordance with established procedures.

Responsibilities

• Process consignment orders received by email, telephone, and the QuickOnline booking portal, including routing, service classification, deadline establishment, and job-order preparation.
• Track and trace shipments throughout transit while providing clients with timely status updates, proof of delivery, delay notifications, additional charges, and resolution details.
• Monitor and respond to client inquiries through the shared mailbox and provide professional telephone support.
• Coordinate suitable temperature-controlled packaging and data logger supplies based on shipment requirements.
• Monitor special shipment alarms through Quick Track and take appropriate action when issues arise.
• Manage required shipment approvals and support compliance with country-specific import and export requirements.
• Prepare client reports, manifests, quotations, and other shipment documentation.
• Partner with pricing, operations, customer relationship, and key account teams to respond promptly to bookings and client needs.
• Maintain strong client relationships while following company policies, quality standards, rate structures, and pricing procedures.
• Identify operational or quality concerns and escalate them to the appropriate manager.

Requirements

• Customer service experience within logistics, freight forwarding, courier operations, transportation, or a related industry.
• Experience supporting biopharmaceutical, healthcare, life sciences, or other time-critical shipments is strongly preferred.
• Knowledge of import, export, warehouse, transportation, or courier operations.
• Familiarity with temperature-controlled packaging solutions and pharmaceutical shipment requirements.
• An understanding of shipment milestones, including confirmation of booking and proof of delivery.
• Strong problem-solving, decision-making, negotiation, and organizational skills.
• The ability to work successfully under pressure while managing multiple active shipments and deadlines.
• Strong written and verbal communication skills with a professional, client-focused approach.
• Good numerical and financial aptitude.
• Proficiency with Microsoft Word, Excel, and PowerPoint.
• Two years of university education or comparable relevant experience.

Benefits

• Competitive total rewards package including health and welfare benefits.
• 401k retirement savings plan.
• Tuition reimbursement.
• Incentive compensation for eligible roles.
• Opportunities for excellent training programs and career mobility in a dynamic global work environment.

Pay

Base salary is part of a competitive total rewards package. 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.