Kuehne+Nagel (UK)

Air Logistics Customer Care Specialist (12 Month FTC) – London, London, City of, United Kingdom

Job Expired

Job Overview

Your Role

The Customer Care Specialist will be part of a team within the Customer Care Location (CCL) 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 Centres (OCC’s) have all of the necessary information (including systematic information) to be able to execute on our customer behalf. The Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with Kuehne + Nagel, as well as documenting and investigating any deviations from the expected level of service provided. All of these activities are to be executed via KN Customer Care systems.

Your Responsibilities

  • Pro-actively advise and consult Customers to ensure satisfaction
  • Monitor 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
  • Document, investigate and conduct root cause analysis on any deviations using KN systems (CoreLog, NPS, TIP Tool)
  • Develop and on-board new customers and additional lanes of business from existing customers
  • Manage tasks through Business Process Automation tools (BPA) and all related features such as task tags
  • Inclusion and transfer of customer requirements into the KN systems (including sold rates and other agreements) so that Operational Care Centres (OCCs) are clearly informed about Deliverables
  • Field Complaint Calls, and provide problem resolution in alignment with stakeholders
  • Qualification of customer inquiries, Provision of Quotations within corporate guidelines for pricing, Up-selling, and requisite follow up and closure

Your Skills and Experiences

  • Experience in either freight forwarding or transport planning with key focus on airfreight
  • Experience in import or export air operations
  • Ability to understand and execute new processes
  • Excellent knowledge of MS office features, especially excel
  • Understand & respect the company confidentiality and compliance regulations (Code of Conduct)
  • Strong affinity with required customer quality standards
  • Strong customer service orientation
  • Ability to communicate effectively
  • Conflict resolution skills
  • This job has expired!
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Kuehne+Nagel (UK)