Job description:
The Customer Care Specialist will be part of a team within the Customer Care Location (CCL) responsible for direct interaction with our customers, proactive customer service, 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 KN Customer Care system.
How you create impact
* Ensure all requests carried out to the pre-set service levels and standard procedures, in a timely manner, in line with the KPI requirements
* Ensure service excellence by leveraging a high level of forwarding and market knowledge
* Document, investigate and conduct root cause analysis on any deviations using KN systems (CoreLog, NPS)
* Closely liaise with Sales owners to ensure the smooth on-boarding of new customers
* Conduct claims management, from reporting through to closure
* Ensure compliance with company, industry and legal standards is adhered to across the function
* Participate in workshops and conference calls as required
* Continuously analyse customer reports to identify areas for improvement system.
What we would like you to bring
* Experience in either freight forwarding or transport planning with key focus on Sea Logistics
* Ability to understand and execute new processes
* Excellent knowledge of MS office features, especially excel
* Strong affinity with required customer quality standards
* Strong customer service orientation
* Excellent organisational skills and strong interpersonal skills
What's in it for you
As well as our competitive pay rates and superb training opportunities, we also offer a great working environment.
You will be respected and valued if you work for us and have genuine opportunities to progress and develop.
* 26 days holidays plus bank holidays
* 2 volunteering days per year
* 3 x Life Assurance Option if you join the KN Route2 pension scheme
* A tailored personal development and training programme.
* Trusted and empowered to deliver and be your best.
* We are happy to talk about flexible working. Please ask about alternative patterns of work at interview.
* Enhanced Maternity/Paternity Leave
* Childcare Vouchers
* Cycle to work scheme
* Discount on high street stores and local supermarkets (Tesco, Asda, Sainsburys & more)
* Refer a friend scheme 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
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