Air Logistic Customer Care Specialist

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 Kuehne +Nagel Customer Care system,

• 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 Centers (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
  
  Ability to work to the required customer quality standards and both through own initiative as well as building strong relationships and collaborating with the team


• Excellent time management skills with the ability to set priorities, fulfil critical tasks in time and keep to deadlines.


• Resilience to manage change, embrace new technologies and quickly understand and execute new processes


• Excellent knowledge of MS office, specifically Excel


• GxP and DG Awareness


• CAPA / TIP Training
  
  With over 79.000 employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world's leading logistics companies.


As an employer, Kuehne+Nagel stands for equal opportunity and we are committed to diversity in our teams with regard to people with disabilities. We believe that you can make a valuable contribution to Kuehne+Nagel and look forward to receiving your application.