Sea Logistics Customer Care Specialist

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

Job summary

An established industry player is seeking a dedicated Customer Care Specialist to join their dynamic team in Bristol. In this pivotal role, you will engage directly with customers, ensuring their experience is positive while managing interactions with sales and operational teams. Your problem-solving skills will shine as you document and investigate service deviations, all while adhering to company standards. This role offers a unique opportunity to contribute to a supportive work environment that values your expertise and commitment. Join a company that prioritizes employee well-being and offers a range of rewards and benefits to help you thrive both personally and professionally.

Benefits

Pension Plan

Route 2 Rewards Scheme

Employee Assistance Program

24/7 GP Access

Legal and Financial Advice

Mental Health Counseling

Discounts and Benefits

Qualifications

• Experience in freight forwarding or transport planning with focus on Sea Logistics.
• Strong customer service orientation and excellent organizational skills.

Responsibilities

• Ensure requests are executed to service levels and standards.
• Document and investigate any deviations from expected service levels.
• Liaise with sales for onboarding new customers.

Skills

Freight Forwarding

Transport Planning

Sea Logistics

MS Office (Excel)

Customer Service Orientation

Organizational Skills

Interpersonal Skills

Tools

KN Customer Care system

CoreLog

NPS

Job description

Join our amazing team in Bristol!

Your Role

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 equally as important, 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 the KN Customer Care system.

Your Responsibilities

• Ensure all requests are 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 KN systems (CoreLog, NPS).
• Closely liaise with Sales owners to ensure the smooth onboarding 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 analyze customer reports to identify areas for improvement.

Your Skills and Experiences

• Experience in either freight forwarding or transport planning with a key focus on Sea Logistics.
• 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 organizational skills and strong interpersonal skills.

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 center. We care for our colleagues (and their immediate family) with our employee assistance program providing access to 24/7 GP, legal and financial advice along with mental health counseling. 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 recognizes the skills, expertise, and value service leavers bring to our organization.