Customer Service Specialist

Are you ready to take the next step in your career within Kuehne + Nagel in a growing and exciting space? We are looking for a dedicated Road Logistics Customer Service Specialist to strengthen our team.

Your Role

In this role, you will be directly responsible for engaging with the customer at their site. Your primary duties will include providing proactive customer service, addressing and resolving issues, and ensuring thorough follow-up interactions. You will be the main point of contact for the customer, fostering strong relationships and ensuring their needs are met efficiently. Additionally, you will coordinate with our customer care teams across all three modes: Road, Air, and Sea. This will involve seamless communication and collaboration to ensure that customer requirements are handled promptly and effectively. Your presence at the customer's site will enable you to gain a deeper understanding of their operations and provide tailored solutions to enhance their experience with our services. By working closely with both the customer and our internal teams, you will play a crucial role in maintaining high levels of customer satisfaction and driving continuous improvement in our service delivery.

Your Responsibilities

1. Support the customer within their own operating system and supply the customer care locations with all necessary information to be able to execute on the customer’s behalf.
2. Ensure all requests conducted to the pre-set service levels and standard procedures, in a timely manner in line with the KPI requirements.
3. Monitor customer shipments to provide proactive updates to the customer and to problem solve in anticipation of customer complaints.
4. Field complaint calls and provide problem resolution in alignment with relevant stakeholders.
5. Review and ensure alignment of shipping instructions including to clarify any deviations/conflicts in contradiction to country regulations, export compliance and rate and routing information.
6. Monitor operational performance of carriers and other vendors and escalate/create awareness if performance and commitments are not being delivered.
7. Engage in regular communication with the customer care locations, customer and suppliers building strong relationships.
8. Cooperate with KN when something is required to be done for safety and health at the workplace.

Your Skills and Experiences

1. Experience in logistics or customer service is preferred.
2. Experience in MS Office.
3. Strong customer service orientation.
4. Excellent organisational skills and strong interpersonal skills.
5. Ability to work on own initiative and as part of a team.
6. Ability to cope with change and embrace new technologies, demonstrating ability to change.

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.