Sea Logistics Customer care specialist

Kuehne + Nagel; Almondsbury; On-site; GBP 25,000 - 35,000; Full time

Job summary

A logistics company in Almondsbury is seeking a Customer Care Specialist to enhance customer interactions and service delivery. You will be part of a dedicated team ensuring excellence in customer care and handling inquiries via the company's systems. Ideal candidates will have strong organizational and problem-solving skills as well as a solid understanding of customer quality standards. The role provides opportunities to be rewarded for your commitment through a pension plan and various benefits.

Benefits

Contributory pension plan

Employee assistance programme

Discounts and recognition schemes

Qualifications

• Excellent knowledge of MS Office features, especially Excel.
• Ability to understand and execute new processes.
• Strong affinity with required customer quality standards.

Responsibilities

• Ensure all requests are carried out to the pre-set service levels.
• Document and investigate any deviations from service expectations.
• Liaise with Sales owners for smooth onboarding of new customers.

Skills

Customer service orientation

Organisational skills

Knowledge of MS Office

Problem-solving

Interpersonal skills

Job description

Overview

The Customer Care Specialist will be part of a team within the Customer Care Location (CCL) responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and ensuring that our Operational Care Centres (OCC's) have all of the necessary information (including systematic information) to be able to execute on our customer 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 system.

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.

Qualifications

• 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

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 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.

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 Customer Care Specialist for our office in Bristol.