Sea Logistics Customer Care Specialist

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

Job summary

Join a forward-thinking company as a Customer Care Specialist in Birmingham, where your role is pivotal in delivering exceptional service. You'll engage directly with customers, solve problems proactively, and work closely with sales and operational teams. This position emphasizes creating a positive customer experience and maintaining high standards through effective communication and continuous improvement. Enjoy a supportive work environment with excellent benefits, including a pension plan and employee assistance programs, while contributing to a team that values your commitment and expertise.

Benefits

Pension Plan

Route 2 Rewards Scheme

Employee Assistance Programme

24/7 GP Access

Mental Health Counselling

Qualifications

• Experience in freight forwarding or transport planning, especially in Sea Logistics.
• Strong customer service orientation and problem-solving skills.

Responsibilities

• Handle customer requests promptly while maintaining high service standards.
• Provide proactive shipment updates and collaborate with stakeholders.

Skills

Freight Forwarding Experience

Transport Planning

Customer Service Orientation

Problem-Solving Skills

Organisational Skills

Interpersonal Skills

Time Management Skills

Adaptability to Change

Tools

MS Office

Business Process Automation (BPA) Tools

Job description

Become a part of our amazing team in Birmingham!

Your Role

As a Customer Care Specialist, you will play a key role in delivering exceptional service by engaging directly with customers, solving problems proactively, and collaborating closely with sales and operational teams to ensure seamless execution. Your mission is to create a positive customer experience every time, while maintaining high standards through effective communication, documentation, and continuous improvement.

Your Responsibilities

1. Ensure all requests are handled promptly and in line with KPI targets, maintaining high service standards.
2. Maintain a consistent and high-quality customer onboarding experience.
3. Provide proactive shipment updates and collaborate with stakeholders to resolve issues before they become complaints.
4. Conduct thorough investigations, root cause analyses, and documentation using internal systems.
5. Utilize Business Process Automation (BPA) tools efficiently for task management.
6. Accurately input and communicate customer requirements to ensure seamless service delivery.
7. Manage customer inquiries, provide competitive quotations, and support sales through up-selling and follow-ups.
8. Ensure quality compliance as per internal and external regulations and agreements.

Your Skills and Experiences

1. Experience in freight forwarding or transport planning, with a focus on Sea Logistics.
2. Excellent knowledge of MS Office features.
3. Strong customer service orientation and problem-solving skills.
4. Excellent organisational and interpersonal skills.
5. Ability to work independently and as part of a team.
6. Effective time management skills with the ability to prioritize and meet deadlines.
7. Adaptability to change and proficiency with new technologies.

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Good Reasons to Join

If you wish to become a valued member of our team, we will ensure you are rewarded for your commitment and expertise. You can join the contributory Kuehne+Nagel pension plan and enjoy our Route 2 Rewards scheme, offering discounts, benefits, recognition, and a wellbeing centre. We support our colleagues and their immediate families through our employee assistance programme, providing 24/7 GP, legal, financial advice, and mental health counselling. As a Gold Covenant holder, we are a forces-friendly employer who values the skills and service of veterans.