Customer Care Specialist

2 months ago

Birmingham, United Kingdom Kuehne+Nagel Full time

Join our dynamic team in Birmingham and make a significant impact as Customer Care Specialist - Reefer
- ** Your Role **:The Customer Care Specialist will be part of a team within the Customer Care Location (CCL) 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 (OCC’s) have all of the necessary information (including systematic information) to be able to execute on our customer 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.
- ** 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 and 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
- 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
- Qualification of customer inquiries, provision of quotations within corporate guidelines for pricing, up-selling, and follow up and closely liaise with Sales owners to ensure the smooth on-boarding of new customers
- Monitor operational performance of carriers and other vendors and escalate / create awareness if performance and commitments are not being delivered I
- Conduct claims management, from reporting through to closure

LI-DB1

**Your Skills and Experiences**:

- Experience in either freight forwarding or transport planning with key focus on Sea Logistics
- Ability to understand and execute new processes
- Excellent knowledge of MS office features, especially excel
- Understand and respect the company confidentiality and compliance regulations (Code of Conduct)
- Strong affinity with required customer quality standards, GxP and DG Awareness
- Strong customer service orientation and excellent organisational skills and strong interpersonal skills
- Ability to work on own initiative and as part of a team
- Very good time management skills with the ability to set priorities, fulfil critical tasks in time and keep to deadlines

**About Kuehne+Nagel***

With over employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world’s leading logistics companies.

CONTACT

Deniz Budak
- Next steps to joining our teamStep 1

- Step 2
Speak with your Kuehne+Nagel recruiting specialist
Step 3
Meet our hiring team
Step 4
Decide if you will accept the offer

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