Sea Logistics Customer Care Specialist, Key Accounts

at  KuehneNagel

You build and promote great relationships with colleagues, design customer experiences that inspire loyalty. You are the most important pillar of our success. You make the difference.

YOUR SKILLS AND EXPERIENCES

• Bachelor’s degree in Logistics, International Relations, or similar
• 
  
• 2 years of experience in freight forwarding

• Experience with operational processes and maritime customer service
• Development of import processes
• Advanced or fluent English required

YOUR ROLE

The Sea Logistics Customer Care Specialist, Key Accountsplays a key role in assisting the development and retention of Customer and ensuring that the account strategy is being supported in the country/branch. By promoting and monitoring the highest level of Customer Satisfaction, current products, services and visibility solutions.

YOUR RESPONSIBILITIES

• Monitor Customer Satisfaction and improve the performance on national level
• Management & Monitoring compliance at country/branch levelImplement new business for the assigned accounts
• Trigger, Monitor and present Reporting & KPIs according to Scope of Workagreed between KN and customer.
• Monitor and address the Data Quality issues to ensure automation of all reports for all business in place
• Manage customer complaints efficiently escalating to the Stakeholders at National/Regional/Global team
• Coaching & Industry Knowledge sharing with country Customer Service Personnel
• Follow up with BU the customer’s claims to be responded within time frame agreed and reported
• Administer Regional and Global Key Account Manager’s requests and act as the focal point within the country/BU.
• Working closely with NKAM´s to assist in identifying cross/ up selling opportunities.
• Support Financial Department on Days Sales Outstanding control by identifying root causes
• For selected house accounts lead commercial efforts