Sea Logistics Customer Care Specialist

at  KuehneNagel

Kuehne+Nagel’s Sea Logistics Customer Care Team is evolving, and we have an awesome opportunity for you to join the team! This role sets itself apart from other Customer Care roles within the industry.

YOUR SKILLS AND EXPERIENCES

We are looking for people with minimum 2+ years freight forwarding experience, a strong knowledge of Sea Logistics (import or export) processes and able to confidently build a strong portfolio of customers with regular face to face interactions. As well as….

• Sound knowledge of Incoterms (essential) Solid technological skills, including MS Office (some reports are done through excel)
• Ability to effectively manage your time, especially when under pressure and with a busy workload
• Excellent communication skills both written and verbal
• Ability to think outside the square and solve problems
• Ability to build relationships with all stakeholders
• Prior direct responsibility for delivering exceptional customer experience
• Previous experience in a customer facing or sales support role is highly advantageous

It’s a great role for someone who loves to take real ownership of their work and prides themselves on their problem solving and customer service skills. This role is very customer service focused, with little to no operational tasks.

YOUR ROLE

As a Customer Care Specialist, you will play a vital role in ensuring our customers receive the highest level of support while also driving commercial opportunities to maximise our business growth. You will regularly visit your customers in person or via teams and introduce them to our customer solutions.This role requires someone who loves autonomy, enjoys interacting with customers and wants to take the responsibility of their accounts’ successfully under their wing! You’ll be based in our Sea Logistics team and may be looking after one large key account or a portfolio of clients and all their related shipments.

YOUR RESPONSIBILITIES

Your role will be responsible for driving customer excellence alongside the Sales and Operations Teams to ensure client satisfaction and retention.
Looking after your own portfolio, you will be in direct contact with clients daily to determine their sea logistics requirements and guiding them on the end-to-end freight forwarding process. You will need to build long term and effective relationships with your customers, regularly providing them with up-to-date information on their shipments and helping them solve any issues. You will also have regular contact with our other internal teams to ensure that shipments are running smoothly, any issues are resolved, and customers are kept informed.

Some of your responsibilities may also include:

• Updating rates and negotiation of rates with customers
• Acting as an inside salesperson and providing sales support to drive customer satisfaction
• Monitoring your client’s volumes and identifying when customers are up or down trading and acting accordingly
• Identifying and pursuing possible opportunities to up-sell