JOB DESCRIPTION
It's more than a job
When you work in Freight Logistics and Operations at Kuehne+Nagel, you play a key role in optimising processes and ensuring that inventory and shipments move efficiently. But that is not all. Your work also helps ensure that vital medicines reach patients on time and supports other essential deliveries, from wind turbines to semiconductors. At Kuehne+Nagel, our contribution counts in more ways than we imagine.
Job Purpose:
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.
Main responsabilities:
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:
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:
Commercial communication incl. customer promise impact
Bookings clarification communication
Shipment update and deviation communication
Customer Promise Monitoring:
Deliver overall transit time and commercial conditions as promised
Onboarding & Fulfilment:
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
Dispute Management:
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
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How you create impact
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What we would like you to bring
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What's in it for you
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Who we are
Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world.
As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine.
We kindly advise that placement agencies refrain from submitting unsolicited profiles. Any submissions of candidates without prior signed agreement will be considered our property and no fees will be paid.