Air Logistics Operational Care Specialist

Kuehne+Nagel is a global leader in logistics, specialising in innovative supply chain solutions.

At Kuehne+Nagel Australia, we pride ourselves on fostering an inclusive and respectful culture where collaboration thrives, and every voice is valued. Recognised as a Outstanding Place to Work for multiple years, we offer dynamic teams where innovation meets chance. Join us to make your mark in logistics while building a career that supports your growth and impact.

The Role

Somewhere in the world, a patient is waiting for a treatment that can't be late, can't get warm and can't get lost. Behind that delivery is a promise of speed, precision and trust, and as our Air Logistics Healthcare Operational Care Specialist , you'll be the one who keeps it. Working with the QuickSTAT team in Australia, you'll guide our healthcare and biopharma clients through every chapter of a consignment: from the first booking to the final proof of delivery.

This is a role for someone who stays calm when a flight is delayed, a customs hold appears or an alarm sounds, and who turns each of those moments into a quick, confident fix. You'll balance customer expectations with compliance, keep our network and vendor partners honest to agreed policies and pricing, and work shoulder to shoulder with Client Account Management, Sales and the pricing team so that every client feels looked after. Every shipment you touch should tell a story of reliability.

Responsibilities:

- Opening the story: Pick up the phone with professionalism and warmth, pass calls to the right colleague, and take clear messages so nothing is lost when someone is away. Keep watch over the shared Customer Service/Control Group mailbox and action every email.
- Setting the journey in motion:



Process consignment orders arriving by email, phone and our online booking portal, Quickonline. Route each one, classify the service type and set the deadline. Manage the green light approval process.
- Protecting what is precious: Calculate and arrange the right temperature-controlled packaging and logger supplies, then monitor and action special alarms (SPAs) via Quick Track.
- Keeping clients in the loop: Send continuous status updates and produce Customer Daily Status Reports on live and pending consignments. Follow up on flight and customs delays, proofs of delivery, additional charges and resolutions.
- Building trust: Develop and maintain strong working relationships with clients. Support Customer Relationship Managers so bookings and enquiries are actioned promptly, and work with the pricing team to deliver quotations on time.
- Holding the line: Ensure compliance with company policies and procedures, and check daily that Network and vendor partners follow agreed policies, procedures and pricing structures.
- Going the extra mile: Be flexible to work additional hours when a shipment needs you, and pick up other tasks as management requires.

Responsibilities:

The skills that will help you write a great first chapter:

- Customer service grounding: Prior experience in a customer service environment, with solid verbal and written communication.
- Courier and freight know-how:



A comprehensive understanding of courier and freight operations across import, export, warehouse and transport. Specialist (biopharm) courier experience is desirable.
- A global mindset: Excellent understanding of world geography, awareness of time zones across regions, and an understanding of transit milestones such as COB and POD.
- Cold chain and compliance expertise: Knowledge of the temperature-controlled packaging solutions available to forwarders, and of country-specific rules and regulations for importing and exporting pharmaceutical products.
- Cool under pressure: Negotiation and problem-solving skills, sound decision-making, and excellent time management when the clock is ticking.
- Everyday tools: Sound knowledge of the Microsoft Office Suite.

Why join Kuehne+Nagel?

At Kuehne+Nagel, you’ll be part of a global logistics leader where your contribution matters. We offer a supportive, inclusive and flexible workplace, with opportunities to grow your career, make an impact, and be rewarded along the way.

Along with a competitive remuneration package, our advantages include:

- Flexible work arrangements to support work-life balance
- Inclusive paid parental leave for all parents
- Career development through extensive learning and development opportunities
- Novated leasing and EV car subscription options
- Employee discounts, rewards and recognition programs
- Charity and volunteering opportunities to give back to the community
- A collaborative culture with the strength of a global network

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📌 Air Logistics Operational Care Specialist (Cumberland County)
🏢 Kuehne Nagel
📍 Cumberland County