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Air Logistics Customer Care Specialist
3 months ago
- 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- 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