Customer Care Specialist in Birmingham

Are you passionate about delivering exceptional customer service and making a real difference to the customer experience? Do you have experience in Sea Logistics or freight forwarding and enjoy solving problems, building strong relationships and taking ownership? We are looking for a Customer Care Specialist - Healthcare & Reefer Logistics to join our Sea Logistics team in the UK. In this role, you'll be the key link between our customers and Sales teams, ensuring shipments are handled smoothly and customers receive a proactive, high-quality service at every stage.

As part of our healthcare team and Reefer team, you'll also play a critical role in managing healthcare and temperature controlled customers, ensuring shipments are handled in line with GxP, customer-specific requirements and KN Healthcare quality standards. You'll take ownership of the end-to-end shipment cycle, working closely with customers, carriers and operational stakeholders to deliver excellent customer service.

How you create impact:

• Act as a key point of contact for customers, providing proactive updates, advice and solutions throughout the shipment journey.
• Take ownership of customer queries, identifying and resolving issues while working closely with internal and external stakeholders.
• Manage and monitor temperature-controlled and healthcare shipments proactively, ensuring compliance with customer requirements, temperature parameters and service commitments.
• Oversee the end-to-end operational process from booking through to final delivery, ensuring all milestones are completed accurately and within agreed timelines.
• Investigate service deviations and complaints, carrying out root cause analysis and driving corrective and preventative actions.
• Work closely with Sales and Account Management teams to support customer onboarding, pricing opportunities and the smooth implementation of customer requirements.
• Maintain accurate customer operating procedures, rates and service agreements within KN systems to ensure operational excellence and service consistency.
• Build strong relationships with carriers, suppliers and internal stakeholders to support the successful execution of healthcare and reefer shipments.
• Support operational financial activities including accrual management and customer billing accuracy.
• Ensure all healthcare shipments are handled in accordance with KN quality processes, GxP/GDP requirements and relevant customer and regulatory standards.

What we would like you to bring:

• Experience in freight forwarding or transport planning, ideally with a strong focus on Sea Logistics.
• A focused customer service mindset, with the ability to build trusted relationships and provide proactive, high-quality support.
• Strong operational knowledge of the end-to-end export and/or import process, including booking management, documentation, shipment tracking and invoice management.
• Experience managing time-sensitive, high-value or temperature-controlled shipments within a customer-facing or operational role.
• Strong problem-solving skills and the confidence to investigate issues, identify root causes and find practical solutions.
• Good knowledge of Microsoft Office, particularly Excel, and the ability to learn and work with different systems and processes.
• An adaptable and collaborative approach, with the ability to work independently while partnering effectively with customers, Sales, Operations and other teams.
• An understanding of customer quality requirements, with GxP and Dangerous Goods (DG) awareness being an advantage.
• Excellent communication skills and fluent English, combined with a proactive, resilient and customer-focused approach.

What's in it for you:

At Kuehne+Nagel, you'll have the opportunity to build your expertise within a global logistics organisation while working in a role where your contribution has a direct impact on our customers and their experience. You'll work alongside experienced colleagues across Customer Care, Sales and Operations, giving you the opportunity to develop your knowledge of Sea Logistics, healthcare logistics and customer solutions. You'll also be part of a collaborative environment where we encourage new ideas, embrace technology and support our people in developing their skills and careers.

This role offers the opportunity to become a trusted specialist in healthcare and temperature-controlled logistics, managing complex global supply chains and supporting customers whose products are critical to patient care and wellbeing.

As well as our competitive pay rates and superb training opportunities, we also offer a great working environment:

• 26 days holidays plus bank holidays
• 2 volunteering days per year
• 3 x Life Assurance Option if you join the KN Route
• 2 pension scheme
• A tailored personal development and training programme.
• Trusted and empowered to deliver and be your best.
• We are happy to talk about flexible working. Please ask about alternative patterns of work at interview.
• Enhanced Maternity/Paternity Leave
• Childcare Vouchers
• Cycle to work scheme
• Discount on high street stores and local supermarkets (Tesco, Asda, Sainsburys & more)
• Refer a friend scheme

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.