Customer Care Specialist - Air Logistics at Kuehne + Nagel

Your Role

The Air Logistics Customer Care Specialist is responsible for ensuring that our customer's 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: 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 Kuehne-Nagel 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

• Other Degree / Diploma - freight forwarding ( preferred)

• You have at least 2 years experience in Air Logistics

• You have at least 2 years experience in Freight Forwarding

• Good command of the English Language - both written & spoken

• Strong Analytical and analysis skills

• Good Communication & Conflict resolution skills

• Decision making & Problem solving skills

Good Reasons to Join

We offer an employee-friendly environment for you to develop and grow to become a skilled transportation logistics professional in a challenging and fast-developing company with a competitive salary and opportunities for further development within the Kuehne + Nagel Group. If like us, you put customers at the heart of everything you do, you can expect to be rewarded with a full package of benefits on top of a salary that grows with you as you grow in our business.