Sea Logistics Customer Care Specialist

Kuehne + Nagel; Nechells; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Pension plan

Route 2 Rewards

Employee assistance program (24/7 GP,

Job summary

Kuehne + Nagel invites you to join our Customer Care team in the United Kingdom, dedicated to direct interaction with customers, proactive service, and close collaboration with sales. You will ensure information flows to OCCs to enable accurate execution and investigate deviations to maintain service quality.

The role emphasizes improving customer satisfaction, leveraging KN systems for documentation and analysis, and handling customer requirements for timely delivery and problem resolution.

Qualifications

• Experience in freight forwarding or transport planning with Sea Logistics.
• Excellent MS Excel skills and spreadsheet proficiency.
• Ability to adapt to new processes and technologies and communicate effectively.

Responsibilities

• Ensure requests are carried out to pre-set service levels and KPI requirements.
• Improve customer satisfaction by delivering high-quality services as evidenced by the NPS.
• Provide proactive updates to customers and collaborate with stakeholders to prevent complaints.
• Document, investigate and conduct root cause analysis on deviations using KN systems (CoreLog, NPS).
• Manage tasks through BPA and related features such as task tags.

Skills

Customer service

MS Excel

Communication

Tools

CoreLog

NPS

Job description

Challenge your talent and come onboard to live an extraordinary experience. Are you ready to ignite the future of logistics together?

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, 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. You will be 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.

How you create impact

• Ensure all requests carried out to the pre-set service levels and standard procedures, in a timely manner, in line with the KPI requirements
• Focus on improving customer satisfaction by delivering high quality services to be evidenced via our NPS customer thermometer
• Ensure service excellence by leveraging a high level of forwarding and market knowledge
• Monitor customer shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stake-holders) in anticipation of a customer complaint
• Document, investigate and conduct root cause analysis on any deviations using KN systems (CoreLog, NPS)
• Manage tasks through Business Process Automation tools (BPA) and all related features such as task tags
• Inclusion and transfer of customer requirements into the KN systems (including sold rates and other agreements) so that Operational Care Centres (OCCs) are clearly informed about deliverables
• Field complaint calls and provide problem resolution in alignment with stakeholders

What we would like you to bring

• Experience in either freight forwarding or transport planning with key focus on Sea Logistics
• Ability to understand and execute new processes
• Excellent knowledge of MS office features, especially excel
• Ability to cope with change and embrace new technologies, demonstrate adaptability to change
• Ability to communicate effectively with an approachable nature

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 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 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 recognize the skills, expertise and value service leavers bring to our organization.