Customer Care Specialist, Air Logisitcs - Aerospace

Kuehne + Nagel AS; London; On-site; GBP 25,000 - 45,000; Full time

Job description

Are you looking for an interesting new challenge?

Your Role

The Customer Care Specialist will be part of our growing Aerospace team in Heathrow responsible for direct interaction with our customers, proactive customer service, problem-solving, interaction with our sales colleagues and equally as important, ensuring that our colleagues have all of the necessary information to be able to execute on our customer behalf.

Your Responsibilities

• Proactively advise and consult customers to ensure their satisfaction while addressing concerns before they arise.
• Track customer shipments, provide proactive updates, and collaborate with stakeholders to prevent complaints and resolve issues efficiently.
• Document and investigate deviations, conduct root cause analysis, and ensure compliance with company, industry, and legal standards, including preparation for audits.
• Develop and onboard new customers, expand existing business lanes, and manage inquiries, quotations, and up-selling opportunities within corporate pricing guidelines.
• Utilize Business Process Automation (BPA) tools, integrate customer requirements into systems, generate reports, conduct performance analysis, and manage claims from reporting to closure.
• Maintain strong communication with Operational and Revenue Care Centres, act as the main contact for services, handle complaint calls, escalate unresolved issues, and exchange knowledge with sales and account management teams.

Your Skills and Experiences

• Experience in freight forwarding or transport planning with a focus on airfreight, along with strong proficiency in MS Office, especially Excel.
• Ability to understand and implement new processes, adapt to change, embrace new technologies, and demonstrate a change management mindset.
• Strong customer service orientation with excellent communication skills, an approachable nature, and the ability to handle conflict resolution effectively.
• Strong problem-solving skills, the ability to work independently and as part of a team, and perseverance in overcoming challenges.
• Excellent time management with the ability to prioritize tasks, meet deadlines, and ensure adherence to confidentiality and compliance regulations.

Good Reasons to Join

If you would like to become a valued member of our team, we will make sure that you are 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.