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Air Logistics Customer Care Specialist AA

4 months ago

London, United Kingdom Kuehne Nagel Full time
Join our dedicated Air Logistics Customer Care team in London and play a key role in the transportation of our customersâ goods on their journey across the globe, ensuring attention to detail and excellent customer service. Your Role The Customer Care Specialist will be part of a team within the Customer Care Location 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 have all of the necessary 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 Customer Care systems. As a member of the Kuehne + Nagel Pharma Chain Team, the Customer Care Specialist will also be required to maintain the correct level of training as outlined by the Station Lead, ensure that all shipments are handled within GxP guidelines and any deviations are managed in-line with Kuehne + Nagel and customer expectations. 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 . Develop and on-board new customers and additional lanes of business from existing customers 
  • Manage tasks through Business Process Automation tools 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 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. 
  • Create, refine and review reports as needed including conducting Performance analysis with KN Systems. 
  • Conduct claims management, from reporting through to closure 
  • Knowledge exchange with the sales and account management teams. 
  • Immediately report problems, disputes or discrepancies to Line Manager and document in case handling system. 

#LI-DB1

Your Skills and Experiences
  • At least 2 years of experience and excellent knowledge of Air Logistics 
  • Proven experience in Pharma chain and GxP practices are preferred 
  • Ability to work to the required operational quality standards both through own initiative as well as building strong relationships and collaborating with the team and stakeholders 
  • Excellent time management and organisational skills with the ability to set priorities, fulfil critical tasks on time, keep to deadlines and pay close attention to detail. 
  • Resilience to manage change, embrace new technologies and quickly understand and execute new processes