Customer Care Specialist at Kuehne + Nagel

The Customer Care Specialist is responsible for implementing and managing Customer Care strategy on location level as well as continuously optimizing the customer service to provide customer excellence. The job holder is part of the Durban Customer Care Location Team to provide helpful information, answering questions, and responding to complaints. To provide front-line support for clients and customers and to ensure that customers are satisfied with products, services, and features.

Your Responsibilities

• Customer Care and Satisfaction: to pro-actively advise and consult to ensure customer satisfaction
• Shipment Management: Qualification and entry of customer orders into the operational execution process
• Quotation Management: Qualification of customer inquiries, provide Kuehne-Nagel quotations and updates, set final selling price with individual adjustments within the given price band and in line with the national leeway in decision-making (front-line empowerment)
• Customer On boarding: Inclusion and transfer of customer requirements into the Kuehne-Nagel systems; Accompanying (initial) customer order
• Customer Data Management: Maintenance and integration of customer data in the Kuehne-Nagel systems
• Operational Customer Relationship Management: knowledge exchange with the sale; Establishment of an operative customer relationship (sales support)
• Reporting (creating, refining and reviewing reports)

Your Skills And Experiences

• Matric certificate (Grade 12) or relevant NQF related qualification is essential
• Minimum of 5 years experience in Sea Logistics and Freight Forwarding
• Complete understanding of operational legislation and processes eg. incoterms & customs processes
• Good command of the English language - both written and spoken
• Fully computer literate - MS office outlook
• Must have proven ability to prioritize responsibility and work under pressure
• Must have excellent communication skills to interact with customers
• Strong Analytical and analysis skills