Sea Logistics Customer Care Specialist

ABOUT THE COMPANY

Since 1890, when the business was founded in Bremen, Germany, by August Kuehne and Friedrich Nagel, Kuehne + Nagel has grown into one of the world's leading logistics providers. Today, the Kuehne + Nagel Group has more than 1,300 offices in over 100 countries, with over 70,000 employees.

JOB SUMMARY

What we would like you to bringExperience in freight forwarding desired of 2-5 years, ideally in Sea LogisticsInitial experience in decision making and problem-solving skillsFirst experience in financial acumen and decision-makingFluent in local language and advanced English proficiency (written and verbal)Degree / Diploma in Freight forwarding – Preferred*Strong collaboration skills and team-oriented mindsetInitial expertise in customer management, ensuring engagement and satisfaction throughout the customer lifecycleAdvanced communication skills with the ability to convey ideas effectively to different stakeholdersHighly customer-oriented mindset, focused on delivering solutions that meet changing needsOpenness to change and continuous improvement efforts to enhance processes and customer satisfactionProactive and solutions-focused with a focus on optimizing customer experience 

RESPONSIBILITIES

Deliver customer engagement, satisfaction, retention and reactivation in close cooperation with Field Sales and the Operational Care team/field team to establish and strengthen operational relations with customersEstablish and strengthen operational relation to customer contact(s) through daily interactions, regular visits, pro-actively advising to ensure customer satisfactionEnsure that all existing customers are called regularly and all emails are handled as KN Service Moments casesEnsure all interactions are logged in CRM system (Customer Relationship Management system -CoreLog)Ensure delivery against all financial targets and strategic objectivesEnsure prompt pricing and manage end-to-end spot quotes, and capturing of all rebates in SeaQuoteSupport customers in increasing their automation of customers using the eTouch Automation dashboard, in collaboration with the operational care teamEnsuring high proficiency in K+N applications and eTouch tools through training, empowers our customer care team to effectively offer these tools to our customersCompletion of the Customer Profile (CP), (Business Profile) and Standard Operating Procedure (SOP) after the initial customer meetingMonitor exceptions through the CCL Dashboard and identify process improvement opportunitiesMonitoring customer profitability and maximize Gross Profit (GP) on customer levelIdentify financial risks and collaborate with stakeholders to develop mitigation strategies so to ensure that customer profitability does not declineMonitor and follow up on accounts receivable overdue aging so to raise with the customer and ensure bad debts are minimized.

REQUIRED SKILLS

Reporting, Quality management, Logistics planning and management

REQUIRED EDUCATION

Diploma, Associate's degree