Air Logistics Customer Care Specialist

Kuehne + Nagel AS; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

Join a forward-thinking company as an Air Logistics Customer Care Specialist, where you'll elevate customer satisfaction through effective communication and problem-solving. In this role, you will be the key link between customers and our operational teams, ensuring a seamless experience from onboarding to issue resolution. With a strong emphasis on collaboration and proactive service, you will play a crucial role in enhancing customer interactions and driving operational excellence. If you are passionate about logistics and customer care, this is your chance to make a meaningful impact in the industry!

Qualifications

• 3+ years of air logistics experience with strong problem-solving skills.
• Effective communication and conflict resolution abilities are essential.

Responsibilities

• Manage customer satisfaction and proactively resolve issues.
• Monitor shipments and provide updates to customers and stakeholders.

Skills

Analytical Skills

Communication Skills

Conflict Resolution

Organizational Skills

Problem-Solving

Decision-Making

Time Management

Customer Service

Education

Matric Certification

Undergraduate Degree in Maritime Logistics

Job description

Elevate customer satisfaction in every interaction! As an Air Logistics Customer Care Specialist at Kuehne + Nagel, you'll excel in customer communication, problem-solving, and collaboration with our sales team. Join us and make a meaningful impact on customer experience in the logistics industry!

Your Role

The Air Logistics Customer Care Specialist is responsible for ensuring that our customers' experience is positive each time they engage with Kuehne + Nagel. Specifically, the Customer Care Specialist is part of a team within our CCLs – Customer Care Locations, responsible for direct customer interaction, proactive customer service, problem solving, customer follow-up, interaction with sales colleagues, and ensuring that our Operational Care Centers (OCCs) have all necessary information to serve our customers effectively.

Your Responsibilities

• Customer Care and Satisfaction Management: Proactively advise and consult customers to ensure satisfaction.
• Shipment Performance Monitoring: Monitor customer shipments to provide proactive updates and collaborate with stakeholders to resolve issues before they escalate.
• Customer Onboarding: Include and transfer customer requirements into KN systems, including sold rates and agreements, to ensure OCCs are well-informed about deliverables.
• Complaint Management: Handle complaint calls and provide problem resolution in alignment with stakeholders.
• Quotation Management: Qualify customer inquiries, provide quotations within corporate guidelines, and follow up to close deals.
• Operational Relationship Management: Exchange knowledge with sales and account management teams.
• Reporting and Performance Analysis: Create, refine, and review reports, including performance analysis.
• Claims Management: Manage claims from reporting through to closure.

Your Skills and Experiences

• Demonstrable analytical, communication, conflict resolution, and organizational skills.
• Minimum 3 years of air logistics experience.
• Strong problem-solving, decision-making skills, and ability to work under time pressure.
• Ability to speak persuasively with empathy, adaptability, and positive language.
• Self-control, patience, effective listening, attentiveness, and time management skills.
• Willingness and drive to continuously improve.
• Intermediate English language skills.
• Matric certification is essential; an undergraduate degree in maritime logistics is an advantage.