Sea Logistics Customer Care Specialist - Export

Would you like to launch your career with one of the most successful logistics organizations worldwide? Here at Kuehne+Nagel, our Vancouver, British Columbia site is looking for a new Customer Care Specialist to join our Sea Logistics team.

Your Role

As the Sea Logistics Customer Care Specialist, you are responsible for ensuring that our customers have a positive experience each time they engage with Kuehne+Nagel. You will be responsible for proactive customer service, problem solving, customer follow up, interaction with our sales colleagues, and ensuring that our Operational Care Centers have all the necessary information to execute on our customer’s behalf. You will report to the Sea Logistics Customer Care Manager.

Your Responsibilities

• Learn about what drives your customers' business and how to support their current and future business goals by creating clear, open communication channels.
• Promote pro-active and consistent engagement with the Operational Care Centre (OCC) to transition customer information for flawless operations execution.
• Ensure quality of information transition to the Operational Care Centre to reflect the level of quality each new customer expects from a premier organization.
• Ensure that the experience during implementation is designed around the customers' business and day-to-day realities.
• Understand standard specific shipping requirements and consistently offer best solutions while adapting to changes that may arise.
• Efficiently facilitate your customers' ability to obtain quotes for sea logistics export that fit their particular shipment.
• Document clear rules of engagement with counterparts to produce an overall high level of quality to support specific business requirements.
• Document communication rules of engagement led by the customer to define the relationship.
• Consistently check the pulse of your customers' level of satisfaction and ensure viability to customer feedback requirements and communication for specific client service requests.
• Maintain an open-minded approach when faced with customer issues, facilitate solutions, follow up consistently, and document issues to create a 360-degree view of the customer.
• Become the resource of timely and relevant information that may impact your customers' business.
• Pinpoint areas of improvement collaboratively with customers and facilitate impactful improvement initiatives.
• Identify down trading or lost business, obtain feedback on rates from clients and carriers.
• Supervise, evaluate, and lead the Customer Care Representatives in Vancouver.

Your Skills and Experiences

• Diploma/Degree in supply chain management or similar field.
• 3+ years of Sea Logistics Imports and Freight Forwarding experience.
• Excellent communication skills (both oral and written).
• Advanced computer skills, including full proficiency with Microsoft Office Suite (Advanced Excel).

Good Reasons to Join

At Kuehne+Nagel, we strive daily to inspire, empower, and deliver not only to our customers but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. The target salary range for this position is between $56,000 and $66,000. Base salary is part of a competitive total rewards package that includes health and dental benefits, a retirement savings plan, and tuition reimbursement. Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data.