Sea Logistics Customer Care Specialist FS-CC

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

Job summary

Join a leading logistics company in Birmingham as a Customer Care Specialist. You'll engage with customers, ensuring a high-quality onboarding experience and proactive problem-solving. Collaborate with sales and operations to enhance service delivery while enjoying a range of employee benefits.

Benefits

Kuehne+Nagel pension plan

Route 2 Rewards scheme

Employee assistance programme

Qualifications

• Experience in freight forwarding or transport planning with a focus on Sea Logistics.
• Ability to work on own initiative and as part of a team.

Responsibilities

• Ensure all requests are handled promptly and in line with KPI targets.
• Provide proactive shipment updates and resolve issues before they become complaints.
• Manage customer inquiries and support sales through up-selling.

Skills

Customer Service Orientation

Problem Solving

Organisational Skills

Interpersonal Skills

Time Management

Adaptability

Tools

MS Office

Business Process Automation (BPA)

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

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

Your Skills and Experiences

• Experience in either freight forwarding or transport planning with a key focus on Sea Logistics.
• Excellent knowledge of MS Office features.
• Strong customer service orientation and problem-solving skills.
• Excellent organisational and interpersonal skills.
• Ability to work on own initiative and as part of a team.
• Very good time management skills with the ability to set priorities, fulfill critical tasks on time, and meet deadlines.
• Ability to cope with change and embrace new technologies, demonstrating adaptability.

#LI-DM1

Good Reasons to Join

If you would like to become a valued member of our team, we will ensure 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 discounts, benefits, recognition, and a 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 aims 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.