Detalii loc de munca

You will be joining our Customer Care Team to add your expertise + skills to the delivery of Customer excellence!

Kuehne+Nagel's Sea Logistics Customer Care Team is evolving, and we have an awesome opportunity for you to join the team! This role sets itself apart from other Customer Care roles within the industry.

Your Role

As a Customer Care Expert, you will play a vital role in ensuring our customers receive the highest level of support while also driving commercial opportunities to maximize our business growth. You will regularly visit your customers in person or via teams and introduce them to our customer solutions. This role requires someone who loves autonomy, enjoys interacting with customers and wants to take the responsibility of their accounts' successfully under their wing! You'll be based in our Sea Logistics team and may be looking for one large key account or a portfolio of clients and all their related shipments.

Your Responsibilities

Your role will be responsible for driving customer excellence alongside the Sales and Operations Teams to ensure customer satisfaction and retention. 

Looking after your own portfolio, you will be in direct contact with clients daily to determine their sea logistics requirements and guiding them on the end-to-end freight forwarding process. You will need to build long-term and effective relationships with your customers, regularly providing them with up-to-date information on their shipments and helping them solve any issues. You will also have regular contact with our other internal teams to ensure that shipments are running smoothly, any issues are resolved, and customers are kept informed. 

You will support customers by providing helpful information, answering questions, as well as responding to complaints. Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure customer satisfaction with our products, services + features.

Some of your responsibilities may also include:

• Updating and negotiation of rates with customers.
• Acting as an inside salesperson and providing sales support to drive customer satisfaction.
• Monitoring your client's volumes and identifying when customers are up or down trading and acting accordingly.
• Identifying and pursuing possible opportunities to up-sell.
• Qualifying + entering customer orders into the operational execution system.
• Driving customer engagement, satisfaction, retention + reactivation in close cooperation with the Operational Care Center (OCC), destinations + regional stakeholders.
• Establishing + strengthening operational relationships with customer contact(s) through daily interactions, regular visits, pro-actively advising + consulting to ensure customer satisfaction.
• Qualifying customer inquiries + providing quotations within the given price band, in line with the guiding leeway in decision-making, following up to ensure quotations are accepted + closed.
• Supporting customer onboarding in line with working instructions, ensuring inclusion + transfer of customer requirements into the KN systems alongside the (initial) customer order.
• Collaborating with Finance to adjust credit limits based on daily business development + coordinate measures in case of challenges.
• Documenting, resolving, analyzing all complaints, then identifying, sharing + eliminating root causes.
• Creating, reviewing + refining customer reports.
• Ensuring delivery against all financial targets + strategic objectives.

Your Skills and Experiences

We are looking for people with 5+ years freight forwarding experience, a strong knowledge of Sea Logistics (import or export) processes and able to confidently build a strong portfolio of customers with regular face to face interactions. As well as…. 

• Sound knowledge of Incoterms (essential) Solid technological skills, including MS Office
• Ability to effectively manage your time, especially when under pressure and with a busy workload 
• Excellent communication skills both written and verbal
• Well organized and being able to track the progress of daily tasks or the ongoing projects
• Ability to think outside the square and solve problems
• Ability to build relationships with all stakeholders
• Prior direct responsibility for delivering exceptional customer experience
• Previous experience in a customer facing or sales support role dealing with FCL Import transports is highly advantageous
• A high sense of awareness and attention regarding the internal communication & market development

It's a great role for someone who loves to take real ownership of their work and prides themselves on their problem solving and customer service skills. This role is very customer service focused.

What will we offer you?

In return, we'll offer you the opportunity to be part of a proficient and enthusiastic team, opportunities for career progression, a supportive company culture and flexible working arrangements.
If you're ready to take the next step in your logistics career and work for a successful, multi-national organization then we want to hear from you!