Customer Service Representative

It's More Than A Job As a member of the Freight Forwarding team Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. And by transporting medicines, toys and important machine parts, you are not only delivering goods, you are making small and big moments possible for people all around the world. At Kuehne+Nagel, our contribution counts in more ways than we imagine. How You Create Impact As an Air Logistics Healthcare Customer Care Specialist, 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. In this role, you will: 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. What We Would Like You To Bring You are a service-focused professional who can manage urgent shipments, shifting priorities, and detailed client requirements without losing sight of accuracy. You communicate clearly, remain composed under pressure, and take ownership of following shipments through to completion. For this role, you should bring: 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. 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. Base salary 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. 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 processes [e.g. screening applications, interview scheduling]. These tools analyze information to support decision-making, but final decisions are made by human reviewers. Who We Are Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world. As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine. We kindly advise that placement agencies refrain from submitting unsolicited profiles. Any submissions of candidates without prior signed agreement will be considered our property and no fees will be paid. EEO Statement Kuehne+Nagel is committed to Equal Employment Opportunity ("EEO") and to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful retaliation. Kuehne+Nagel strictly prohibits all discrimination on the basis of race, ancestry, color, age, national origin, ethnicity, religious creed or belief, physical or mental disability, marital or familial status, legally protected medical condition, genetic information, military or veteran status, sex (including pregnancy, childbirth, breastfeeding, or related medical condition), gender (including gender identity and gender expression), sexual orientation, citizenship status, protected activity (such as opposition to or reporting of prohibited discrimination or harassment. Kuehne+Nagel will also make reasonable accommodations for disabled applicants and employees, including accommodations for pregnancy and childbirth, and for the sincerely held religious beliefs of applicants and employees depending upon individual circumstances unless such accommodation would create an undue hardship on Kuehne+Nagel.