Sea Logistics Customer Care Specialist

Job description:

Challenge your talent and come onboard to live an extraordinary experience. Are you ready to ignite the future of logistics together? 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, 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.

You will be 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. How you create impact 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 (Core Log, 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 Profile description:
What we would like you to bring 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 Ability to cope with change and embrace new technologies, demonstrate adaptability to change Ability to communicate effectively with an approachable nature What's in it for you As well as our competitive pay rates and superb training opportunities, we also offer a great working environment.

You will be respected and valued if you work for us and have genuine opportunities to progress and develop. 26 days holidays plus bank holidays 2 volunteering days per year 3 x Life Assurance Option if you join the KN Route2 pension scheme A tailored personal development and training programme. Trusted and empowered to deliver and be your best. We are happy to talk about flexible working.

Please ask about alternative patterns of work anced Maternity/Paternity Leave Childcare Vouchers Cycle to work scheme Discount on high street stores and local supermarkets (Tesco, Asda, Sainsburys & more) Refer a friend scheme 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