Company description:
Khne + Nagel (AG & Co.) KG
Job description:
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In this position you will support and direct team members in meeting QuickSTAT customer needs daily and encourage good customer service practices.
How you create impact
1. Direct the daily operations of the CS agent team, and in the absence of the team manager, the CRM daily operations also (as needed).
2. Act as the second escalation point for customer issues that cannot be resolved at the CS and CRM level, ensuring timely follow-up and resolution.
3. Assist with team initiatives that improve colleague experience, support a positive workplace culture, and encourage engagement within the branch.
4. Maintain awareness of the teams Profit and Loss (P&L) against agreed targets and regularly review consignments with low P&L to identify issues and support improvements.
5. Complete performance goal reviews at mid-year and end-of-year for all direct reports, supporting team members in meeting agreed objectives and sharing input with management.
6. Assist with preparing and sharing monthly and quarterly reports for management, noting key trends and client concerns, and contributing ideas that support continuous improvement.
7. Support the completion and distribution of client reports, including monthly KPIs, QBR reports, and Non-conformance reports, making sure they meet agreed client requirements and ti...