Air Logistics Customer Care Specialist

Kuehne + Nagel AS; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job description

Do you have a passion for air logistics? Imagine working for one of the world’s leading logistics companies, where your expertise can make a global impact.

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, interaction with 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

• Monitor customer shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stake-holders) in anticipation of a customer complaint.
• Document, investigate and conduct root cause analysis on any deviations using Kuehne+Nagel systems (CoreLog, NPS, TIP Tool).
• Develop and on-board new customers and additional lanes of business from existing customers.
• Manage tasks through Business Process Automation tools (BPA) and all related features such as task tags.
• Include and transfer of customer requirements into our systems (including sold rates and other agreements) so that Operational Care Centres (OCCs) are clearly informed about Deliverables.
• Field Complaint Calls, and provide problem resolution in alignment with stakeholders.
• Qualification of customer inquiries, Provision of Quotations within corporate guidelines for pricing, Up-selling, and requisite follow up and closure.
• Create, refine and review reports as needed including conducting Performance analysis with our systems.

Your Skills and Experiences

• Experience in either forwarding or transport planning with key focus on air logistics.
• Ability to understand and execute new processes.
• Excellent knowledge of MS office features, especially excel.
• Excellent communication skills both verbal and written.
• Solid conflict resolution and problem solving skills.

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 center. We care for our colleagues (and their immediate family) with our employee assistance program 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 recognize the skills, expertise and value service leavers bring to our organization.