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Kuehne Nagel; Newcastle; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Kuehne + Nagel pension plan

Route 2 Rewards

Employee assistance program

Wellbeing center

Gold Covenant – forces-friendly

Job summary

Kuehne + Nagel Newcastle is seeking a Sea Logistics Export Customer Care Specialist to drive proactive service, solve problems and follow up with customers as they engage with us.

You will handle claims, ensure service levels, leverage market knowledge, and liaise with Sales for onboarding. We offer a pension plan, rewards, wellbeing and support for colleagues. You’ll join a forces-friendly employer with Gold Covenant recognition.

Qualifications

• Ability to understand and execute new processes.
• Excellent knowledge of MS office features, especially excel
• Strong affinity with required customer quality standards
• Excellent organisational skills and strong interpersonal skills

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
• Ensure service excellence by leveraging a high level of forwarding and market knowledge
• Document, investigate and conduct root cause analysis on any deviations using our systems (CoreLog, NPS)
• Closely liaise with Sales owners to ensure the smooth on-boarding of new customers
• Conduct claims management, from reporting through to closure
• Ensure compliance with company, industry and legal standards is adhered to across the function
• Participate in workshops and conference calls as required
• Continuously analyse customer reports to identify areas for improvement system.

Skills

MS Excel

Customer quality standards

Organisational skills

Interpersonal skills

MS Office

Tools

CoreLog

Job description

Challenge your talent and come onboard to live an extraordinary experience. Are you ready to ignite the future of logistics together? We are looking for a Sea Logistics Export Customer Care Specialist for our office in Newcastle. The Customer Care Specialist will be part of a team within the Customer Care Location responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up. 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.

How you create impact

• Ensure all requests carried out to the pre-set service levels and standard procedures, in a timely manner, in line with the KPI requirements
• Ensure service excellence by leveraging a high level of forwarding and market knowledge
• Document, investigate and conduct root cause analysis on any deviations using our systems (CoreLog, NPS)
• Closely liaise with Sales owners to ensure the smooth on-boarding of new customers
• Conduct claims management, from reporting through to closure
• Ensure compliance with company, industry and legal standards is adhered to across the function
• Participate in workshops and conference calls as required
• Continuously analyse customer reports to identify areas for improvement system.

What we would like you to bring

• Ability to understand and execute new processes
• Excellent knowledge of MS office features, especially excel
• Strong affinity with required customer quality standards
• Excellent organisational skills and strong interpersonal skills

What's in it for you

• 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 center.
• We care for our colleagues (and their immediate family) with our employee assistance program providing access to 24/6 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 recognize the skills, expertise and value service leavers bring to our organization.