Sea Logistics Customer Care Representative

2 weeks ago

Leeds, Leeds, United Kingdom Kuehne+Nagel Full time

About the 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, supporting our sales colleagues and ensuring that our Operational Care Centres (OCC's) have all of the necessary information to execute on our customers behalf.

Key Responsibilities

  • Ensure all requests are carried out to the pre-set service levels and standard procedures, in a timely manner, in line with KPI requirements
  • Focus on improving customer satisfaction by delivering high quality services to be evidenced via our NPS customer thermometer
  • As the first point of entry for the customer, ensure customer retention and guide them through all future needs we can provide
  • Support the sales team by handling new businesses, completing quotations, data reporting, and assist on customer meetings
  • Monitor customer shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stakeholders) in anticipation of any potential customer issues
  • Document, investigate and conduct root cause analysis on any deviations using KN systems (CoreLog, NPS)
  • Include and transfer 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

About You

  • Experience in customer service is required. Knowledge and experience in freight forwarding is an asset
  • Ability to understand and execute new processes
  • Excellent knowledge of MS office features, especially excel
  • Strong customer service orientation
  • Excellent organizational skills and strong interpersonal skills
  • Ability to work on own initiative and as part of a team
  • Problem solving skills
  • Very good time management skills with the ability to set priorities, fulfill critical tasks in time and keep to deadlines

What We Offer

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.

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