Customer Care Specialist

The Customer Care Specialist will be part of a team within the Customer Care Location (CCL) responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centres (OCC's) have all of the necessary information (including systematic information) to be able to execute on our customer behalf.

The Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with Kuehne + Nagel, as well as documenting and investigating any deviations from the expected level of service provided. All of these activities are to be executed via KN Customer Care system.

How you create impact

• Deliver exceptional customer service and ensure all customer requests are handled efficiently within agreed service levels and KPIs.
• Monitor and manage customer shipments proactively, providing timely updates and resolving potential issues before they escalate.
• Build strong relationships with customers and act as their primary point of contact for inquiries, quotations, and service support.
• Investigate customer complaints, identify root causes, and coordinate effective resolutions with internal stakeholders.
• Collaborate closely with Operational Care Centres (OCCs), Sales, and Account Management teams to ensure seamless service delivery.
• Support customer onboarding by accurately capturing requirements and ensuring smooth implementation of new business.
• Prepare and analyze reports, track performance, and identify opportunities for continuous improvement and customer satisfaction enhancement.
• Ensure compliance with company procedures, quality standards, and regulatory requirements while maintaining accurate customer and shipment information.

What we would like you to bring

• Experience in freight forwarding, logistics, transportation planning, or customer service, ideally within Sea Logistics.
• Strong customer focus with a passion for delivering excellent service and building long-term customer relationships.
• Excellent communication and interpersonal skills, with the ability to collaborate across teams and stakeholders.
• Strong organizational and time-management skills, with the ability to prioritize tasks and meet deadlines.
• Proven problem-solving skills and the ability to investigate issues and identify effective solutions.
• Proficiency in Microsoft Office applications.
• Ability to work independently while also contributing effectively within a team environment.

What's in it for you

If you would like to become a valued member of our team, we will make sure that you’re rewarded for your commitment and expertise. You can join the contributory Kuehne+Nagel pension plan and enjoy our Route 2 Rewards scheme, which offers everything from discounts, benefit information, recognition and its own wellbeing centre.

We care for our colleagues (and their immediate family) with our employee assistance programme providing access to 24/7 GP, legal and financial advice along with mental health counselling. All of this to help you live a happier and healthier life. As proud holders of the Gold Covenant, we are a forces-friendly employer who recognise the skills, expertise and value service leavers bring to our organisation.