Air Logistics Customer Care Specialist

Your Role

The core purpose of the Customer Care Specialist and their responsibility is to:

• Grow, retain and serve the customer through commercial, local customer ownership while maximizing profitability.

The Customer Care Specialist is to deliver excellence in every local interaction and thereby, elevating the customer experience across all touchpoints.

Your Responsibilities

You will be the main point of contact for your local, assigned customers, proactively owning the following elements and taking full responsibility for their experience with K+N:

• Customer experience, delivering service and satisfaction to the highest level
• Customer Growth, retention and serving the local customer with all their requirements
• Maximising Customer Profitability

The above will be achieved for your local customer by being responsible for owning the and executing proactively these daily activities:

• Commercial Management:

1. Lead and manage customer growth & retention analysis and actions
2. Upselling of K+N services and products to support customer requirements
3. Spot quotation execution and follow up
4. Own the profitability management and lead improvement actions through internal collaboration
5. Commercial financial management to support resolution of bad debt issues

• Relationships & Communication:

1. Commercial communication incl. customer promise impact
2. Bookings clarification communication
3. Shipment update and deviation communication

• Customer Promise Monitoring:

1. Deliver overall transit time and commercial conditions as promised

• Onboarding & Fulfilment:

1. Lead or support the onboarding of new customers via our Implementation processes
2. Creation of the shipment file and completion of the shipment file preparation
3. Guide and ensure the customer is meeting our compliance and regulation standards

• Customer System Maintenance:

1. Manage and maintain accurate data within the Customer’s Business Profile
2. Ensuring a healthy credit limit is maintained
3. Have valid and accurate rates loaded into our systems in a timely manner

• Dispute Management:

1. Manage all customer complaints and claims with empathy through to resolution
2. Raise and follow the correct internal escalation path where applicable
3. Ensure all claims are accurately logged in our claims portal system

Your Skills and Experiences

• Self-Driven Performance: Proactively takes full initiative in shaping their own personal performance with a self-driven mindset, consistently meeting and exceeding Global Air Logistics standards and metrics.
• Customer-Centric Mindset: Places the customer at the core of all actions, demonstrating empathy and understanding of customer needs, consistently striving to deliver an exceptional customer experience and satisfaction whist building a strong partner relationship. Maintains a relentless drive to improve customer satisfaction alongside strategic business outcomes.
• Commercial Acumen: Owning the local customer relationship to manage their growth and retention, identify upselling opportunities, and deliver value-added solutions. Facilitate spot quotations with pro active follow-ups whilst maximising profitability with an entrepreneurial approach.
• Collaborative Communication: Demonstrates strong interpersonal skills to foster alignment across internal teams and departments leading to deliver overall customer satisfaction.
• Solution-Oriented Approach: Focuses on resolving customer issues effectively while balancing customer service excellence with customer profitability.
• Adaptability: Thrives in dynamic environments and embraces change with resilience and flexibility.

Good Reasons to Join

At Kuehne + Nagel, you get to grow your expertise, shape processes and deliver innovative solutions. We are continuously building our local and global network and our product portfolio, creating career opportunities in different fields of work worldwide. As a leader in the logistics industry, we provide a collaborative and IT driven environment where you will work with motivated and customer-centric colleagues across the world.