Air Logistic Customer Care Specialist

3 days ago

Birmingham, United Kingdom Kuehne Nagel Full time
We're looking for you For our office in Birmingham we're seeking a new addition to our Air Logistics Customer Care team. Your Role 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 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 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  
Your Skills and Experiences
  • 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 
Good Reasons to Join If you would like to become a valued member of our team, we will make sure that youâre rewarded for your commitment and expertise. You can join the contributory Kuehne + Nagel pension plan and enjoy our Route 2 Rewards scheme which offers everything from discounts, benefit information, recognition and its own wellbeing center. We care for our colleagues (and their immediate family) with our employee assistance program providing access to 24/7 GP, legal and financial advice along with mental health counselling. All of this to help you live a happier and healthier life. As proud holders of the Gold Covenant, we are a forces-friendly employer who recognize the skills, expertise and value service leavers bring to our organization.

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