Air Logistics Customer Care Specialist – Aerospace FA-CC

We have a fantastic opportunity for an Air Logistics Customer Care Specialist to join our team in Heathrow working in our specialist Aerospace Division.

Your Role

The Air Logistics Customer Care Specialist will be responsible for managing end-to-end operations for our customers in the aerospace sector. Our Aerospace CCL team at Kuehne+Nagel provides individual solutions for our aerospace customers’ transport and logistics needs, ensuring a seamless flow of aerospace goods across the globe and ensuring critical components reach their destination safely and efficiently. As an Aerospace Customer Care Specialist, you will work as a team to provide support and assistance to colleagues and your line manager as well as ensuring that our customers' experience is a positive one each and every time they engage with Kuehne + Nagel. Your role would involve building close relationships with all our customers, Kuehne + Nagel offices, overseas agents, and service providers.

Your Responsibilities

• Pro-actively advise and consult customers to ensure satisfaction
• End-to-end responsibility for handling and coordination of both import and export aerospace shipments
• Monitor customer shipments to provide proactive updates and problem-solve (by collaborating with other stakeholders) in anticipation of a customer complaint
• Document, investigate, and conduct root cause analysis on any deviations using KN systems (CoreLog, NPS)
• Develop and onboard new customers and additional lanes of business from existing customers
• Manage tasks through Business Process Automation tools (BPA) and all related features such as task tags
• Inclusion and transfer of customer requirements into the KN systems (including sold rates and other agreements) so that Operational Care Centres (OCCs) are clearly informed about deliverables
• Field complaint calls and provide problem resolution in alignment with stakeholders
• Qualification of customer inquiries, provision of quotations within corporate guidelines for pricing, up-selling, and requisite follow-up and closure

Your Skills and Experiences

• Demonstrated experience working in an air logistics environment, ideally with experience in aerospace freight
• Ability to understand and execute new processes
• Strong customer service orientation
• Computer literate – Excellent knowledge of MS Office features, especially Excel
• Ability to work on own initiative and as part of a team
• Respectful of company confidentiality and compliance regulations
• Excellent organizational skills and strong interpersonal skills

Good Reasons to Join

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.