Kuehne+Nagel
Sea Logistics - Customer Care Specialist
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Sea Logistics - Customer Care Specialist
Customer Care Specialist – Freight Forwarding Team
(Sea Logistics, Customer Care Location)
About the Role
It's more than a job. As part of the Freight Forwarding Team at Kuehne+Nagel, you’ll drive the movement of essential goods—medicines, toys, machinery—empowering global connectivity and daily life experiences for customers worldwide.
The Customer Care Specialist resides within our Customer Care Location (CCL), acting as the primary liaison for customer engagement, proactive issue resolution, and seamless execution across our Operational Care Centres (OCCs). Your responsibilities span end-to-end customer care, from initial support to systematic follow-up, all managed via the KN Customer Care system.
Your impact? Ensuring every customer interaction is exceptional, meticulously documenting service deviations, and championing a culture where accuracy, empathy, and operational excellence are embedded in every service delivery.
Key Responsibilities
Customer Experience & Support
- Deliver exceptional customer service, ensuring all requests are resolved efficiently within agreed service levels and KPIs.
- Proactively monitor customer shipments to provide timely updates and preemptively resolve issues before escalation.
- Act as the primary point of contact for customers, handling inquiries, quotations, and service requests with consistency.
- Investigate customer complaints, identify root causes, and coordinate timely resolutions with internal stakeholders (Operations, Finance, Legal).
Process & Account Management
- Collaborate with OCCs, Sales, and Account Management teams to streamline service delivery.
- Support customer onboarding, accurately capturing requirements and facilitating seamless execution of new business.
- Gather and track systematic service data to enhance predictive performance and satisfaction trends.
- Ensure compliance with company procedures, quality standards, and regulatory requirements.
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Data & Performance
- Analyze performance metrics, generate reports, and provide actionable insights for continuous improvement.
- Document all customer interactions, deviations, and resolutions to maintain transparency and accountability.
- Support innovation in service delivery through systematic root cause analysis and process optimisation ideas.
What You’ll Bring
The ideal candidate will combine industry expertise with an unwavering customer-first mindset:
Essential
- Hands-on experience in freight forwarding, logistics (preferably sea logistics), transportation planning, or customer-facing roles within supply chain.
- Profound customer focus: Passion for excellent service and building long-term client relationships—the backbone of Kuehne+Nagel’s success.
- Exceptional communicator: Ability to explain complex logistics concepts clearly (customers, sales teams, and internal partners).
- Problem-solver: History of resolving disputes, uncovering inefficiencies, or pivoting when plans deviate.
- Stakeholder collaborator: Comfortable engaging across OCCs, Sales, Contract Management, and Legal, aligning on timely resolutions.
- Strong attention to detail, particularly for shipment documentation, customer agreements, and regulatory compliance.
Plus Points
- Proficiency in Microsoft Office (Excel, PowerPoint for tracking/reporting).
- Familiarity with Customer Relationship Management (CRM) or transportation software suite (e.g., KN Customer Care, TMS systems).
- Ability to balance independence with teamwork—supporting frontline operations while contributing to broader process improvements.
What’s in It for You
At Kuehne+Nagel, rewarding excellent performance is not an afterthought—it’s our philosophy. Join an environment where your contribution grows your career and flourishes lives.
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Career & Compensation
- Participation in the Kuehne+Nagel Pension Plan (UK), offering a financially inclusive future.
- Avail of Route 2 Rewards, our employee benefits platform, with:
- Exclusive discounts on travel, tech, and lifestyle.
- Wellbeing Centre to prioritise mental and physical health.
Wellbeing & Support
- Employee Assistance Programme (EAP): 24/7 access to GP consultations, specialist legal/financial advice, and mental health counselling for yourself and immediate family.
Community & Recognition
- As BITC Gold Covenant members, we are a forces-friendly employer. Veterans and ex-military professionals bring invaluable skills and leadership—we’re here to decode how their experience can thrive within our teams.
- Stock options & training to fuel your ambition and build specialised expertise.
Why This Role Matters
Logistics isn’t just about moving goods—it’s about enabling moments. Whether onboarding a healthcare provider to deliver critical medicines or untangling supply chain hurdles for a major toy company launch, every action you take touches real lives.
Your work in Customer Care lies at the heart of it all. It’s where relationships build, where stress points become solutions, and where every customer feels heard and valued. Be the difference.
Notes to Candidates
We encourage applications from individuals with diverse backgrounds—skills, cultures, and experiences contribute to innovation. If you represent a placement agency, please do not submit unsolicited profiles. Submissions without our prior signed agreement will become our confidential property, with no remuneration. Let’s collaborate purposefully.
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