Air Logistics Customer Care Specialist

Kuehne Nagel Global Services, Inc.; Pasay; On-site; PHP 446,000 - 781,000; Full time

Job summary

Kuehne Nagel Global Services, Inc. in Pasay, Metro Manila, is seeking a proactive Commercial Management professional to be the main contact for assigned customers.

You will own customer experience, growth, retention and profitability, delivering service at the highest level and coordinating cross-functional actions. Key responsibilities include leading growth and retention analysis, upselling services, spot quotations, managing profitability, handling customer communications, onboarding new

Qualifications

• Experience in commercial management or account management is preferred.
• Strong communication and interpersonal skills.
• Ability to analyse data for customer growth and profitability.

Responsibilities

• Own the customer experience for assigned clients and ensure service levels.
• Lead customer growth, retention and profitability initiatives.
• Upsell services and manage spot quotations to meet customer requirements.
• Coordinate onboarding of new customers and ensure compliance and data accuracy.
• Maintain timely and accurate communications on shipments, bookings and progress.
• Manage customer disputes and escalations with a focus on resolution.

Job description

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

The above will be achieved for your local customer by being responsible for owning the and executing proactively these daily activities:

Commercial Management:

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

Relationships & Communication:

• o Commercial communication incl. customer promise impact
• o Bookings clarification communication
• o Shipment update and deviation communication

Customer Promise Monitoring:

• o Deliver overall transit time and commercial conditions as promised

Onboarding & Fulfilment:

• o Lead or support the onboarding of new customers via our Implementation processes
• o Creation of the shipment file and completion of the shipment file preparation
• o Guide and ensure the customer is meeting our compliance and regulation standards

Customer System Maintenance:

• o Manage and maintain accurate data within the Customer's Business Profile
• o Ensuring a healthy credit limit is maintained
• o Have valid and accurate rates loaded into our systems in a timely manner

Dispute Management:

• o Manage all customer complaints and claims with empathy through to resolution
• o Raise and follow the correct internal escalation path where applicable
• o Ensure all claims are accurately logged in our claims portal system