Customer Care Specialist

Kuehne Nagel; Newcastle upon Tyne; On-site; GBP 25,000 - 32,000; Full time

Job summary

Kuehne + Nagel in Newcastle is seeking a Sea Logistics Export Customer Care Specialist to support our customers, manage requests, and drive on-time service.

You will document deviations, conduct root-cause analyses, collaborate with Sales, and maintain high standards while using CoreLog and MS Excel to track performance.

Qualifications

• Experience in Sea Logistics customer care or freight forwarding.
• Excellent communication and problem-solving skills.
• Strong Excel skills and MS Office proficiency.
• Ability to work with KPI targets and service levels.

Responsibilities

• Ensure requests meet pre-set service levels and procedures, timely and KPI-driven.
• Provide service excellence using market knowledge and forwarding expertise.
• Document, investigate and conduct root cause analyses on deviations using CoreLog and other systems.
• Coordinate with Sales for smooth onboarding of new customers and handle claims from reporting to closure.
• Ensure compliance with company, industry and legal standards across the function.
• Participate in workshops and conference calls as required.
• Analyse customer reports to identify process improvements and new workflows.

Skills

Customer service

Problem solving

Communication

KPI understanding

Teamwork

Analytical thinking

Tools

CoreLog

MS Excel

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.,

• 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.
  Ability to understand and execute new processes
• Excellent knowledge of MS office features, especially excel
• Strong affinity with required customer quality standards
• Strong customer service orientation
• Excellent organisational skills and strong interpersonal skills
  As a member of the Freight Forwarding team Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. And by transporting medicines, toys and important machine parts, you are not only delivering goods, you are making small and big moments possible for people all around the world. At Kuehne+Nagel, our contribution counts in more ways than we imagine., Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world.

As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life‑saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine.