Air Logistics Customer Care Specialist

Kuehne + Nagel (SGMY); George Town; On-site; MYR 45,000 - 73,000; Full time

Job summary

Kuehne + Nagel is seeking a Customer Care Specialist to be the main point of contact for local customers in Malaysia. You will drive customer growth, retention and profitability while delivering exceptional service across all touchpoints.

Responsibilities include managing customer data, coordinating onboarding, and ensuring compliance and on-time deliveries. This role emphasizes collaborative problem-solving and proactive customer engagement.

Qualifications

• Lead and manage customer growth & retention analysis and actions
• Upselling of K+N services and products to support customer requirements
• Spot quotation execution and follow up
• Own the profitability management and lead improvement actions through internal collaboration
• Commercial financial management to support resolution of bad debt issues
• Guide and ensure the customer is meeting our compliance and regulation standards

Responsibilities

• Customer experience, delivering service and satisfaction to the highest level
• You will be the main point of contact for your local, assigned customers
• Proactively owning the following elements and taking full responsibility for their experience with K+N
• Delivery of loyalty and profitability through local interactions

Skills

Commercial management

Customer growth analysis

Upselling

Spot quotation

Profitability management

Relationship management

Communication

Credit control

Tools

CRM systems

Job description

The core purpose of the Customer Care Specialist and their responsibility is to grow, retain and serve the customer through commercial, local customer ownership while maximizing profitability. The Customer Care Specialist is to deliver excellence in every local interaction and thereby, elevating the customer experience across all touchpoints.

You will be the main point of contact for your local, assigned customers, proactively owning the following elements and taking full responsibility for their experience with K+N:

Customer experience, delivering service and satisfaction to the highest level

Customer Growth, retention and serving the local customer with all their requirements

Maximising Customer Profitability

What we would like you to bring

Commercial Management:

Lead and manage customer growth & retention analysis and actions

Upselling of K+N services and products to support customer requirements

Spot quotation execution and follow up

Own the profitability management and lead improvement actions through internal collaboration

Commercial financial management to support resolution of bad debt issues

Relationships & Communication:

Bookings clarification communication

Shipment update and deviation communication

Deliver overall transit time and commercial conditions as promised

Lead or support the onboarding of new customers via our Implementation processes

Creation of the shipment file and completion of the shipment file preparation

Guide and ensure the customer is meeting our compliance and regulation standards

Customer System Maintenance:

Manage and maintain accurate data within the Customer’s Business Profile

Ensuring a healthy credit limit is maintained

Have valid and accurate rates loaded into our systems in a timely manner

Manage all customer complaints and claims with empathy through to resolution

Raise and follow the correct internal escalation path where applicable

Ensure all claims are accurately logged in our claims portal system

Logistics, Freight & Delivery Services 101-1,000 employees

Since 1890, when the business was founded in Bremen, Germany, by August Kuehne and Fredrich Nagel, Kuehne + Nagel has grown into one of the world's leading logistics providers. Today, the Kuehne + Nagel Group has with approximately 76,000 employees at some 1,300 locations in over 100 countries.

The Kuehne + Nagel Group is one of the world’s leading logistics companies. Its strong market position lies in the seafreight, airfreight, contract logistics and overland businesses, with a clear focus on high value-added segments such as IT-based integrated logistics solutions. Further information can be found at www.kuehne-nagel.com Our key business activities and market position are built on the company's truly world class capabilities:

Contract Logistics & Integrated Logistics: Top 3 global contract logistics provider

Worldwide network of warehouse and distribution facilities

Number 1 global lead logistics provider

Road & Rail Logistics: European Top 6 provider

We provide logistics services to virtually all key industry sectors including:

Aerospace

Automotive

FMCG

High Tech

Oil & Gas Logistics

Retail

Kuehne + Nagel is financially strong, stable and independent. Our global logistics network, cutting-edge IT systems, in-house expertise and excellent customer service is proof of our dedication to be the market leader. These attributes have placed us at the forefront of our industry, and positioned us to continue increasing the scope of our customer solutions and services.

Kuehne + Nagel gives employees the opportunity to learn and develop; to grow and perform to their fullest potential. We offer a truly global work environment and a reward package that commensurate with experience. You may visit our page at http://www.kn-portal.com/about_us/careers/learning_development/

Since 1890, when the business was founded in Bremen, Germany, by August Kuehne and Fredrich Nagel, Kuehne + Nagel has grown into one of the world's leading logistics providers. Today, the Kuehne + Nagel Group has with approximately 76,000 employees at some 1,300 locations in over 100 countries.

The Kuehne + Nagel Group is one of the world’s leading logistics companies. Its strong market position lies in the seafreight, airfreight, contract logistics and overland businesses, with a clear focus on high value-added segments such as IT-based integrated logistics solutions. Further information can be found at www.kuehne-nagel.com Our key business activities and market position are built on the company's truly world class capabilities:

Contract Logistics & Integrated Logistics: Top 3 global contract logistics provider

Worldwide network of warehouse and distribution facilities

Number 1 global lead logistics provider

Road & Rail Logistics: European Top 6 provider

We provide logistics services to virtually all key industry sectors including:

Aerospace

Automotive

FMCG

High Tech

Oil & Gas Logistics

Retail

Kuehne + Nagel is financially strong, stable and independent. Our global logistics network, cutting-edge IT systems, in-house expertise and excellent customer service is proof of our dedication to be the market leader. These attributes have placed us at the forefront of our industry, and positioned us to continue increasing the scope of our customer solutions and services.

Kuehne + Nagel gives employees the opportunity to learn and develop; to grow and perform to their fullest potential. We offer a truly global work environment and a reward package that commensurate with experience. You may visit our page at http://www.kn-portal.com/about_us/careers/learning_development/

What can I earn as a Customer Care Specialist