Air Logistics Healthcare Customer Care Specialist

C'est plus qu'un métier

Chez Kuehne+Nagel, le transport c'est bien plus qu’acheminer de la marchandise. Chaque jour, grâce à votre expertise, des produits du quotidien mais également des produits à forte valeur ajoutée arrivent auprès de ceux qui en ont besoin : des pièces d’avion livrées en urgence à l’aéroport, des cellules souches expédiées dans un strict respect des mesures de sécurité, etc. Chez Kuehne+Nagel, chaque mission fait la différence. Et la vôtre encore plus que vous ne l’imaginez.

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The core purpose of the Customer Care Specialist and their responsibility is to: Grow, retain and serve the customer through commercial, local customer ownership while maximizing profitability. The Customer Care Specialist is to deliver excellence in every local interaction and thereby, elevating the customer experience across all touchpoints. As a member of the KN HealthChain Team, the Air Logistics Customer Care Healthcare Specialist will also be required to maintain the correct level of training as outlined by the Healthchain guidelines and / or Station Lead.

How you create impact

• Serve as the primary point of contact for assigned healthcare customers, fully owning the end to end customer experience
• Drive customer satisfaction by delivering consistent, high‑quality service across all operational and commercial interactions
• Support customer growth and retention through proactive engagement, solution alignment, and service excellence
• Maximize customer profitability by managing commercial performance, identifying upselling opportunities, and partnering internally on improvement initiatives
• Execute spot quotations and proactively follow up to ensure timely closure and commercial alignment
• Monitor transit times and ensure service delivery meets agreed commercial conditions and customer expectations
• Communicate clearly and proactively regarding bookings, shipment status, service deviations, and resolution plans
• Lead or support customer onboarding activities through established implementation processes
• Create, manage, and complete shipment files accurately while ensuring compliance with operational and regulatory requirements
• Ensure adherence to all applicable air logistics, security, and healthcare regulatory standards
• Maintain accurate customer profiles, rates, credit limits, and master data within internal systems
• Manage customer complaints and claims with professionalism, empathy, and timely resolution, including escalation where necessary
• Ensure all claims are properly logged and tracked through designated claims management systems
• Maintain compliance with healthcare and pharmaceutical quality requirements, including GxP standards
• Report and document deviations using quality management systems and support corrective and preventive actions
• Complete all required global and local training, including healthcare compliance, customer SOPs, and system training
• Ensure SOPs, risk assessments, and documentation remain current, accurate, and accessible
• Work in alignment with approved subcontractors, air carriers, and vendors in accordance with healthcare and customer requirements
• Collaborate closely with internal stakeholders including operational care, revenue care, sales, pricing, gateways, customer implementation, and optimization teams
• Apply strong analytical and organizational skills to manage operational priorities, data accuracy, and service performance
• Utilize internal digital tools and air logistics systems to support shipment execution, monitoring, and visibility
• Demonstrate a customer‑centric, solution‑oriented, and commercially minded approach in a dynamic operational environment

What we would like you to bring

• Vocational training or diploma in freight forwarding, logistics, supply chain, or a related field preferred
• 1+ years of Air Freight Forwarding Experience
• 1+ years of Pharmaceutical & Healthcare
• Bachelor’s degree in logistics, business, supply chain, or a related discipline considered an advantage
• Equivalent professional experience in air logistics, healthcare logistics, or freight forwarding may be accepted in lieu of formal education
• Commercial Mindset
• Customer Communication & Escalation
• Customer Service & Relationship Management
• Air Logistics Shipment Execution & Monitoring (Import/Export) 
• Self-Driven Performance: Proactively takes full initiative in shaping their own personal performance with a self-driven mindset, consistently meeting and exceeding Global Air Logistics standards and metrics. 
• Customer-Centric Mindset: Places the customer at the core of all actions, demonstrating empathy and understanding of customer needs, consistently striving to deliver an exceptional customer experience and satisfaction whist building a strong partner relationship.
• Maintains a relentless drive to improve customer satisfaction alongside strategic business outcomes. 
• Commercial Acumen: Owning the local customer relationship to manage their growth and retention, identify upselling opportunities, and deliver value-added solutions.
• Facilitate spot quotations with proactive follow-ups whilst maximising profitability with an entrepreneurial approach. 
• The Operational Care Specialist must demonstrate Airfreight Knowledge, must have a "can do" and service related mentality
• Ability to communicate and coordinate with suppliers and partners.
• Adherence to regulatory requirements is a must, and this is accompanied by a knowledge of industry specific guidelines.
• Flexibility and an ability to work under pressure are necessary.

This position is not eligible for employment visa sponsorship. 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.

What's in it for you

At Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. ase wage is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles. Individual pay may vary from the target range and is determined by a number of 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. #LI-SB1 

Kuehne+Nagel participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

Artificial Intelligence (AI) tools may be used to assist in specific process [e.g., screening applications, interview scheduling]. These tools analyze information to support decision-making, but final decisions are made by human reviewers.

Qui sommes-nous

La logistique façonne notre vie quotidienne – des biens que nous consommons, aux soins de santé dont nous avons besoin. Chez Kuehne+Nagel, votre quotidien va au-delà de la logistique ; il accompagne les petits comme les grands moments de tout un chacun à travers le monde.

En tant que leader mondial avec une structure solide et avec une vision tournée vers l'avenir, nous offrons un environnement sûr et stable où votre carrière peut avoir un véritable impact. Que nous aidions à livrer des médicaments vitaux, à développer des solutions de transport durables ou à soutenir des associations locales, votre carrière contribuera à bien plus que vous ne l’imaginez.

Nous remercions les cabinets de recrutement pour leur intérêt. Toutefois, nous vous invitons à ne pas soumettre de candidatures non sollicitées. Toute candidature transmise sans accord préalable signé ne pourra être prise en compte, et aucun frais ne sera engagé.