Generation Logistics Case Study

Amy is a Sea Logistics Customer Care Apprentice at Kuehne+Nagel, where she supports the management of sea freight shipments while building her knowledge of global trade and shipping processes.

In her current role, she helps manage sea freight shipments from booking through to delivery. She tracks cargo, prepares shipping documentation and communicates directly with customers to provide updates and resolve queries.

Every day involves balancing organisation, accuracy and customer service, while continuing to learn how international shipping works behind the scenes. As an apprentice, Amy is gaining hands-on experience across different parts of the sea logistics function, developing both technical knowledge and professional confidence.

The role required five GCSEs (or equivalent) at grades 3–9, along with strong communication skills, a customer-focused mindset and the ability to work both independently and as part of a team.

Rather than going to university, Amy chose the apprenticeship route, allowing her to gain practical experience in a global organisation while learning on the job. She first heard about the opportunity when her mum spotted the role on Indeed and showed it to her. After reading more about the position and the company, Amy was immediately interested.

The opportunity to join such a large and important global business stood out to her. The idea of contributing to a company responsible for moving goods across the world, and being part of something so essential, motivated her to apply.

What attracted Amy most was the potential for growth and progression. She was excited by the chance to develop new skills within a major international organisation and build a long-term career in logistics.

Before joining the company, Amy worked as a pharmacy assistant, an experience that gave her valuable transferable skills. In that role, she regularly dealt with a wide range of customers and situations, helping her learn how to stay calm and professional whether interactions were positive or challenging.

Customer privacy and data protection were extremely important in a pharmacy setting, and that same attention to confidentiality carries into her current logistics role, where protecting customer information is equally essential. The pharmacy environment could be stressful and overwhelming at times, but it taught Amy how to manage pressure and respond appropriately without letting it impact her performance.

Communicating face-to-face and over the phone built her confidence and prepared her well for a customer-focused role in logistics. The best part of her apprenticeship so far is how much there is to learn.

No two days are the same, which keeps the role interesting and engaging. She also finds reassurance in the fact that even her experienced colleagues still ask questions – showing that learning never really stops in logistics.

For Amy, a key career highlight has been the sense of comfort and support she feels within her team. The positive and encouraging team dynamic has made a big difference to her confidence and development.

Feeling supported while learning something completely new has made her journey into logistics both enjoyable and rewarding.