JOB DESCRIPTION Do you want to join a successful growing team? We are looking for our next Customer Care Specialist – Sea Logistics in our recently opened office in Leeds!
Your Role
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, supporting 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 customers behalf.
Your Responsibilities
1. Ensure all requests carried out to the pre-set service levels and standard procedures, in a timely manner, in line with KPI requirements
2. Focus on improving customer satisfaction by delivering high quality services to be evidenced via our NPS customer thermometer
3. As the first point of entry for the customer, ensure customer retention and guide them through all future needs we can provide
4. Support the sales team by handling new businesses, completing quotations, data reporting, and assist on customer meetings
5. Monitor customer shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stake-holders) in anticipation of any potential customer issues
6. Document, investigate and conduct root cause analysis on any deviations using KN systems (CoreLog, NPS)
7. Include and transfer customer requirements into the KN systems (including sold rates and other agreements) so that Operational Care Centres (OCCs) are clearly informed about deliverables
8. Field complaint calls and provide problem resolution in alignment with stakeholders
Your Skills and Experiences
9. Experience in customer service is required. Knowledge and experience in freight forwarding is an asset
10. Ability to understand and execute new processes
11. Excellent knowledge of MS office features, especially excel
12. Strong customer service orientation
13. Excellent organizational skills and strong interpersonal skills
14. Ability to work on own initiative and as part of a team
15. Problem solving skills
16. Very good time management skills with the ability to set priorities, fulfill critical tasks in time and keep to deadlines
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. 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.