Job Description
Job description
We are looking for our new Sea logistics Customer Care Specialist in our Birmingham offices ! Your Role
The main role is direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centres (OCC’s) have all of the necessary information (including systematic information) to be able to execute on our customers behalf. The Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with Kuehne + Nagel, as well as documenting and investigating any deviations from the expected level of service provided. All of these activities are to be executed via KN Customer Care systems. Your Responsibilities
• Ensure all requests carried out to the pre-set service levels and standard procedures, in a timely manner, in line with the KPI requirements
• Focus on improving customer satisfaction by delivering high quality services to be evidenced via our NPS customer thermometer
• Ensure service excellence by leveraging a high level of forwarding and market knowledge
• Monitor customer shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stake-holders) in anticipation of a customer complaint
• Document, investigate and conduct root cause analysis on any deviations using KN systems
• Manage tasks through Business Process Automation tools (BPA) and all related features such as task tags
• Inclusion and transfer of customer requirements into the KN systems (including sold rates and other agreements) so that Operational Care Centres (OCCs) are clearly informed about deliverables
• Field complaint calls and provide problem resolution in alignment with stakeholders
Your Skills and Experiences
• Experience in transportation with key focus on Sea Freight
• Ability to understand and execute new processes
• Excellent knowledge of MS office features, especially excel
• Understand & respect the company confidentiality and compliance regulations (Code of Conduct)
• Strong affinity with required customer quality standards
Good Reasons to Join
If you would like to become a valued member of our team, we will make sure that you’re rewarded for your commitment and expertise. You can join the contributory Kuehne+Nagel pension plan and enjoy our Route 2 Rewards scheme which offers everything from discounts, benefit information, recognition and its own wellbeing centre. We care for our colleagues (and their immediate family) with our employee assistance programme providing access to 24/7 GP, legal and financial advice along with mental health counselling. All of this to help you live a happier and healthier life. As proud holders of the Gold Covenant, we are a forces-friendly employer who recognise the skills, expertise and value service leavers bring to our organisation.
We are looking for our new Sea logistics Customer Care Specialist in our Birmingham offices ! Your Role
The main role is direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centres (OCC’s) have all of the necessary information (including systematic information) to be able to execute on our customers behalf. The Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with Kuehne + Nagel, as well as documenting and investigating any deviations from the expected level of service provided. All of these activities are to be executed via KN Customer Care systems. Your Responsibilities
• Ensure all requests carried out to the pre-set service levels and standard procedures, in a timely manner, in line with the KPI requirements
• Focus on improving customer satisfaction by delivering high quality services to be evidenced via our NPS customer thermometer
• Ensure service excellence by leveraging a high level of forwarding and market knowledge
• Monitor customer shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stake-holders) in anticipation of a customer complaint
• Document, investigate and conduct root cause analysis on any deviations using KN systems
• Manage tasks through Business Process Automation tools (BPA) and all related features such as task tags
• Inclusion and transfer of customer requirements into the KN systems (including sold rates and other agreements) so that Operational Care Centres (OCCs) are clearly informed about deliverables
• Field complaint calls and provide problem resolution in alignment with stakeholders
Your Skills and Experiences
• Experience in transportation with key focus on Sea Freight
• Ability to understand and execute new processes
• Excellent knowledge of MS office features, especially excel
• Understand & respect the company confidentiality and compliance regulations (Code of Conduct)
• Strong affinity with required customer quality standards
Good Reasons to Join
If you would like to become a valued member of our team, we will make sure that you’re rewarded for your commitment and expertise. You can join the contributory Kuehne+Nagel pension plan and enjoy our Route 2 Rewards scheme which offers everything from discounts, benefit information, recognition and its own wellbeing centre. We care for our colleagues (and their immediate family) with our employee assistance programme providing access to 24/7 GP, legal and financial advice along with mental health counselling. All of this to help you live a happier and healthier life. As proud holders of the Gold Covenant, we are a forces-friendly employer who recognise the skills, expertise and value service leavers bring to our organisation.
💡 Quick Summary
Seeking a career-building opportunity? The Sea Logistics Customer Care Specialist - Imports FS-CC position is now open for candidates interested in the Warehouse / Logistics Jobs sector. This role in Birmingham offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Warehouse / Logistics Jobs is a plus.
