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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. ‎ At Kuehne+Nagel, customer experience is at the heart of everything we do. We are seeking an Air Logistics Customer Care Specialist to join our Vancouver team and play a critical role in ensuring exceptional service delivery for our air freight customers. In this role, you will act as the primary liaison between customers, carriers, overseas offices, and internal stakeholders, ensuring shipments move efficiently and customer expectations are consistently met. You will combine operational expertise with proactive communication and problem-solving to support customer retention, growth, and long-term success. How you create impact Serve as a primary customer contact and foster strong relationships through proactive communication and service excellence. Coordinate transportation activities and oversee the scheduling, dispatching, and movement of domestic and international freight shipments. Process and prepare shipping documentation, including Air Waybills (AWBs), Bills of Lading, CERS filings, and other import/export documentation. Utilize internal logistics systems to support daily operations while maintaining operational accuracy and efficiency. Support the preparation of customer quotations and pricing requests. Monitor shipment activity and ensure operational cut-off times and customer commitments are consistently met. Provide customers with guidance regarding shipping requirements, documentation, and transportation solutions. Negotiate rates and service arrangements with carriers and subcontractors to support customer and business objectives. Prepare operational and performance reports for management and customers. Investigate and resolve shipment exceptions, including lost or misdirected cargo and claims management activities. Collaborate closely with overseas offices, vendors, and service providers to ensure smooth shipment execution. Continuously monitor customer satisfaction levels and identify opportunities to increase customer loyalty and business growth. Drive continuous improvement initiatives that enhance customer experience and operational performance. Support invoicing activities, invoice dispute resolution, and other administrative or financial processes as required. Maintain adequate operational supplies and support departmental needs to ensure uninterrupted workflow. If you require an accommodation for the recruitment /interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs. What we would like you to bring 3+ years of experience in logistics, transportation, freight forwarding, or supply chain operations. Degree or Diploma in International Business, Logistics, Supply Chain Management, Trade, or a related field preferred. CIFFA certification is considered an asset. Strong knowledge of air, ocean, and road freight operations, as well as customs processes. Solid understanding of Incoterms and international transportation requirements. Advanced proficiency in Microsoft Office and logistics-related technology platforms. Excellent verbal and written communication, presentation, and customer service skills. Strong analytical, organizational, and problem-solving abilities with exceptional attention to detail. Ability to manage multiple priorities, work under pressure, and meet tight deadlines. Self-motivated team player with a proactive mindset and a passion for delivering outstanding customer experiences. 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. The target base salary range for this position is between $58,000 and $72,000. Base salary is part of a competitive total rewards package that includes health and dental benefits, a retirement savings plan, and tuition reimbursement. 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. 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.

What you’ll do

The specialist acts as the primary liaison between customers, carriers, and overseas offices to ensure efficient air freight shipment movement. Key duties include processing shipping documentation, negotiating rates, and resolving shipment exceptions to maintain high customer satisfaction.

Requirements

Candidates need over 3 years of experience in logistics or freight forwarding and a strong understanding of Incoterms and customs processes. A degree in a related field and CIFFA certification are preferred assets.

Benefits

• Health benefits • Dental benefits • Retirement savings plan • Tuition reimbursement

Listed skills

• Problem solving · Preferred
• Microsoft Office · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Air Freight Operations
• Customer Relationship Management
• Shipping Documentation
• Incoterms
• Logistics Coordination
• Problem Solving
• Rate Negotiation
• Claims Management
• Customs Processes
• Microsoft Office
• Analytical Skills
• Communication Skills

Job areas

• Logistics
• Transportation
• Customer Service & Support