Customer Care Specialist

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 Centers (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., Ensure all requests carried out to the pre-set service levels and standard procedures, in a timely manner, in line with the
KPI requirements
• Focus on improving customer satisfaction by delivering high quality services to be evidenced via our NPS customer
thermometer
• Ensure service excellence by leveraging a high level of forwarding and market knowledge
• 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 our systems (CoreLog, NPS)
• Manage tasks through Business Process Automation tools (BPA) and all related features such as task tags
• Inclusion and transfer of customer requirements into our 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
  
  Showcase your strong communication skills that bridge gaps and build connections.
• Navigate language effortlessly with native or C1 English proficiency.
• Excellent knowledge of MS office features, especially excel
  
  With over 80.000 employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world's leading logistics companies.