National Air Logistics Customer Care Expert
Your Role
The Customer Care Expert is responsible for the daily execution and delivery of an exceptional customer experience, leading to consistent customer excellence and satisfaction. By regular and frequent direct interaction with our customers, the Customer Care Expert will have a clear understanding of customer requirements and expectations, as well as their business developments. The Customer Care Expert will with pro-active customer communication and problem resolution, and in parallel with engagement of relevant stakeholders, ensure that customer needs are met efficiently and effectively. Along with a strong focus on customer growth and maximizing profitability.
How you create impact
- With shipment ownership, drive the most efficient way of file handling and availability of customer data and requirements, in order for stakeholder teams to deliver according to customer expectations. At the same time, ensure regulatory and compliance adherence.
- Ensure consistent shipment monitoring and pro-active customer communication, and effectively handle and respond to customer feedback, complaints and escalations, and ensure swift corrective actions.
- Ensure awareness of customer facing digital solutions and encourage usage by our customers. Participate in trainings, as needed, for up-to-date knowledge.
- When assigned to customer implementations, as either support or lead, bring active involvement and ensure participation by OCC/RCC/OM, as required. And participate in GCIM Scalable trainings.
- Manage and develop customer growth and stay on top of customer retention.
- Drive maximization of profitability with a high focus on spot quotation execution and fast response time, and by upselling and promoting KN products. And on-going GP analysis, as well as liaising with stakeholders responsible for procurement.
What we would like you to bring
- Strong collaboration and communication skills, with the ability to foster cross-team alignment.
- Ability to adapt to changes.
- Customer solutions orientation and conflict resolution.
- A constant drive for customer satisfaction in parallel with profitability maximization.
What's in it for you
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.