Customer Care Specialist

4 weeks ago

Birmingham, United Kingdom Kuehne+Nagel Full time

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- ** 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 Centers (OCC’s) have all of the necessary information (including systematic information) to be able to execute on our customer behalf.
- ** 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 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

**Your Skills and Experiences**:

- Strong customer service orientation
- Excellent organisational skills and strong interpersonal skills
- Ability to work on own initiative and as part of a team
- 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

**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 centre. We care for our colleagues (and their immediate family) with our employee assistance programme 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 recognise the skills, expertise and value service leavers bring to our organisation.
- **About Kuehne+Nagel***

With over 80,000 employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world’s leading logistics companies.

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UK resourcing team
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