Air Logistics Customer Care Specialist at Kuehne + Nagel

Your Role

• The Air Logistics Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with Kuehne + Nagel. Specifically, the Customer Care Specialist is part of a team within our CCL’s – Customer Care Locations, who are responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centers (OCC’s) have all of the necessary information (including systematic information) to be able to execute on our customer behalf.

Your Responsibilities

• Customer Care and Satisfaction Management: Proactively advise and consult customers to ensure their satisfaction.
• Shipment Performance Monitoring: Monitor customer shipments to provide proactive updates and collaborate with stakeholders to solve problems before they lead to complaints.
• Customer On-boarding: Include and transfer customer requirements into our systems, ensuring Operational Care Centers (OCCs) are well-informed about deliverables.
• Complaint Management: Field complaint calls and provide problem resolution in alignment with stakeholders.
• Quotation Management: Qualify customer inquiries, provide quotations within corporate pricing guidelines, up-sell, and follow up to closure.
• Operational Relationship Management: Facilitate knowledge exchange with the sales and account management teams.
• Reporting and Performance Analysis: Create, refine, and review reports as needed, including performance analysis.

Your Skills And Experiences

• Ideally, you have at least 5 years of experience dealing with import and export air freight.
• You demonstrate great communication and organization/coordination skills.
• You are a problem solver, a go-getter, and work well under pressure.
• You know how to be persuasive while showing empathy and adaptability.
• You work with customers from all over the world and need to be flexible working with different time zones