Aircraft on Ground (AOG) Specialist - Aerospace - Nights

Job Description

Aircraft on Ground (AOG) Specialist - Aerospace - Nights | United Kingdom | GB14091

Join our dedicated AOG 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 AOG Specialist will be responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, and interaction with aerospace global network. The AOG Specialist is responsible for ensuring that our customers experience is a positive one every time they engage with Kuehne + Nagel, as well as documenting and investigating any deviations from the expected level of service provided. Working as part of the growing Aerospace division, service airlines & MROs globally. Your day to day activities will include (but not exhaustive to) Shipment processing, shipment monitoring, providing key milestone updates to internal and external customers, deviation resolution, physical cargo checks and Customs activity in both import and export. This is an onsite role. Working hours will be 1900 - 0700 hours; 4 on and 4 off.


  • Pro-actively advise and consult Customers to ensure satisfaction
  • Monitor customer shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stake-holders) in anticipation of a customer complaint
  • Document, investigate and conduct root cause analysis on any deviations using KN systems (CoreLog, NPS, TIP Tool). Manage customs activities.
  • Develop and on-board new customers and additional lanes of business from existing customers; Communicate and manage pricing opportunities for the customer whilst documenting feedback in the relevant KN systems
  • Manage tasks through Business Process Automation tools (BPA) and all related features such as task tags
    Conduct claims management, from reporting through to closure.
  • 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


  • Experience in either freight forwarding or transport planning with key focus on airfreight.
  • Proven experience in customs regulations export and import is preferred.
  • Ability to understand and execute new processes.
  • Excellent communication & time management skills.
  • Excellent knowledge of MS office features, especially excel.
  • Understand & respect the company confidentiality and compliance regulations (Code of Conduct).
  • Strong affinity with required customer quality standards.


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


With over 76000 employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world's leading logistics companies.

As an employer, Kuehne+Nagel stands for equal opportunity and we are committed to diversity in our teams with regard to people with disabilities. We believe that you can make a valuable contribution to Kuehne+Nagel and look forward to receiving your application.


UK Resourcing team