Air Logistics Customer Care Specialist at Kuehne + Nagel

Your Responsibilities

• Customer Care and Satisfaction management: Pro-actively advise and consult Customers to ensure satisfaction.
• Shipment Performance Monitoring: Monitoring 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.
• Customer On-boarding: Inclusion and transfer of customer requirements into the KN systems (including sold rates and other agreements) so that Operational Care Centers (OCCs) are clearly informed about Deliverables.
• Complaint Management: Field Complaint Calls, and provide problem resolution in alignment with stakeholders.
• Quotation Management: Qualification of customer inquiries, Provision of Quotations within corporate guidelines for pricing, Up-selling, and requisite follow up and closure.
• Operational Relationship management: Knowledge exchange with the sales and account management teams.
• Reporting and Performance Analysis Creating, refining and reviewing reports as needed including Performance analysis.
• Claims Management: From reporting through to closure.

Your Skills and Experiences

• Ideal candidates shall have demonstrable analytical, communication, conflict resolution and organizational skills.
• Min 3 years Air logistics experience.
• Problem Solving, Decision Making, and the ability to work under time pressures is a must.
• Candidates shall have the ability to speak persuasively whilst demonstrating empathy, adaptability, and the use of positive language.
• An ideal candidate must demonstrate self-control, patience, effective listening, attentiveness, and time management.
• They must have a willingness and drive to continuously improve.
• Intermediate knowledge of English language and communication skills.
• Matric essential, undergrad degree in maritime logistics an advantage.