Job Information
Kuehne+Nagel Customer Care Specialist Sea Logistics in Birmingham, United Kingdom
Are you looking for a career in a freight forwarding and want to work for the world's number 1 sea freight forwarder? Then we have an excellent opportunity at our Birmingham Branch to join our International Supply Chain team as a customer care specialist.
Your Role
We are currently recruiting a Customer Care Specialist to join our International Supply chain management department, who will be responsible for daily direct interaction with our internal and external customers, proactive customer service in a timely and professional fashion, problem solving, customer follow up, interaction with our sales colleagues. And equally as important, ensuring that our Operational Care Centres (OCC’s) have all of the necessary information (including systematic information) to be able to execute on our customer behalf. The Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with Kuehne + Nagel, as well as documenting and investigating any deviations from the expected level of service provided. All of these activities are to be executed via Kuehne + Nagel Customer Care system. This is a full-time position in our office at Birmingham.
Your Responsibilities
Ensure all requests carried out to the pre-set service levels and standard procedures, in a timely manner, in line with the KPI requirements;
Focus on improving customer satisfaction by delivering high quality services to be evidenced viaour customer feedback tool;
Ensure service excellence by leveraging a high level of forwarding and market knowledge;
Monitor customer shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stakeholders) in anticipation of a customer complaint;
Document, investigate and conduct root cause analysis on any deviations using Kuehne+Nagel systems;
Manage tasks through Business Process Automation tools (BPA) and all related features such as tasktags;
Inclusion and transfer of customer requirements into the Kuehne+Nagel systems (including sold rates and other agreements) so that Operational Care Centres (OCCs) are clearly informed about deliverables;
Field complaint calls and provide problem resolution in alignment with stakeholders.
Your Skills and Experiences
Strong customer service orientation and able to communicate effectively;
Demonstrate excellent organisational skills and strong interpersonal skills as well problem solving skills;
Ability to work on own initiative and as part of a team – achieve deadlines and be a teamplayer;
Experience in either freight forwarding or transport planning with key focus on Sea Logistics – minimum 2 years of workexperience (recent graduates in a logistic studies are also welcome);
Excellent knowledge of MS office features, especially excel;
Ability to cope with change and embrace new technologies, demonstrate adaptability to change.
#LI-SD2
Good Reasons to Join
If you would like to become a valued member of our team, we will make sure that you’re rewarded for your commitment and expertise with a market conform salary for this hybrid position. You can join the contributory Kuehne+Nagel pension plan and enjoy our Route 2 Rewards scheme which offers everything from discounts, benefit information, recognition and its own 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 to help you live a happier and healthier life. As proud holders of the Gold Covenant, we are a forces-friendly employer who recognise the skills, expertise and value service leavers bring to our organisation.
Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: HR.helpdesk@kuehne-nagel.com with the nature of your request. We will answer your inquiry within 24 hours.