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Sea Logistic Customer Care Specialist

3 months ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Kuehne Nagel Full time
We're looking for you
For our office in Newcastle we're seeking a new addition to our Sea 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
  • 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 (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
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
Good Reasons to Join If you would like to become a valued member of our team, we will make sure that you're 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.