Air Logistics Customer Care Specialist

Elevate customer satisfaction in every interaction!
As an Air Logistics Customer Care Specialist at Kuehne + Nagel, you'll excel in customer communication, problem-solving, and collaboration with our sales team.
Join us and make a meaningful impact on customer experience in the logistics industry!
Your Role
The Air Logistics Customer Care Specialist is responsible for ensuring that our customers experience a positive one each and every time they engage with Kuehne + Nagel.
Specifically, the Customer Care Specialist is part of a team within our CCLs – Customer Care Locations, who are responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow-up, interaction with our sales colleagues, and ensuring that our Operational Care Centers (OCCs) have all the necessary information (including systematic information) to be able to execute on our customer's behalf.
Your Responsibilities

Customer Care and Satisfaction Management: Proactively advise and consult customers to ensure satisfaction.
Shipment Performance Monitoring: Monitor customer shipments to provide proactive updates and collaborate with stakeholders to resolve issues before they escalate.
Customer On-boarding: Include and transfer customer requirements into the KN systems, including sold rates and agreements, to ensure OCCs are well-informed about deliverables.
Complaint Management: Handle complaint calls and provide resolution in alignment with stakeholders.
Quotation Management: Qualify customer inquiries, provide quotations within corporate guidelines, and follow up to close sales.
Operational Relationship Management: Exchange knowledge with sales and account management teams.
Reporting and Performance Analysis: Create, review, and refine reports, including performance analysis.
Claims Management: Manage claims from reporting through to closure.
Your Skills and Experiences

Demonstrable analytical, communication, conflict resolution, and organizational skills.
Minimum 3 years of air logistics experience.
Strong problem-solving, decision-making skills, and ability to work under pressure.
Persuasive communication with empathy, adaptability, and positive language.
Self-control, patience, effective listening, attentiveness, and time management.
Willingness and drive to continuously improve.
Intermediate English language skills.
Matric qualification required; undergraduate degree in maritime logistics is an advantage.
#J-18808-Ljbffr