Sea Logistics Customer Care Specialist
4 weeks ago
Liverpool, Liverpool, United Kingdom | Frachttransport und Kundenservice | Vollzeit | req121729
Ready to chart a course for a long-term career with a global logistics leader? Join our Sea Logistics team in Liverpool and become part of our ongoing success story
Your Role The Customer Care Specialist will be part of a team within the Customer Care Location (CCL) responsible for directinteraction with our customers, proactive customer service, problem solving, customer follow up, interaction with our salescolleagues and equally as important, ensuring that our Operational Care Centers (OCC’s) have all of the necessaryinformation (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 everytime they engage with Kuehne+Nagel, as well as documenting and investigating any deviations from the expected level ofservice provided. 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 our 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
- Showcase your strong communication skills that bridge gapsand build connections.
- Navigate language effortlessly with native or C1 Englishproficiency.
- Excellent knowledge of MS office features, especially excel
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