Air Logistics Customer Care Specialist - Healthcare

Join our dedicated Air Logistics Customer Care team in London and play a key role in the transportation of our customers' goods on their journey across the globe, ensuring attention to detail and excellent customer service., The Customer Care Specialist will be part of a team within the Customer Care Location 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 have all of the necessary information to be able to execute on our customers 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.,

• Proactively advise and consult with customers, monitor shipments, and resolve issues to prevent complaints.
• Document deviations, conduct root cause analysis, and update systems to ensure clear communication with operational teams.
• Develop and onboard new customers and additional business lanes from existing customers.
• Use Business Process Automation (BPA) tools for task management, tagging, and workflow tracking.
• Handle customer complaints, provide solutions, and manage claims from reporting to closure.
• Qualify inquiries, provide quotations, up-sell, and follow up to close sales opportunities.
• Ensure adherence to health, safety, legal, and industry standards, report hazards, and contribute to continuous improvement.
• Engage regularly with internal teams (OCC, RCC, sales) and support training for new colleagues.
• Prepare for audits, create performance reports, and ensure compliance with guidelines like WHO GDP and PharmaChain standards.
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• Experience and excellent knowledge of Air Logistics. Ideally, you have experience in pharma, in a customer-facing role
• Ability to work to the required operational quality standards both through own initiative as well as building strong relationships and collaborating with the team and stakeholders
• Excellent time management and organisational skills with the ability to set priorities, fulfil critical tasks on time, keep to deadlines and pay close attention to detail
• Resilience to manage change, embrace new technologies and quickly understand and execute new processes
• You are ambitious and have an appetite for handling complex challenges