Sea Logistics Customer Care Specialist - Imports

The main role is 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 customers 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.,

• 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 KN systems
• 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
  
  Experience in transportation with key focus on Sea Freight
• 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