Perishable Airfreight Customer Care Specialist

Ready to chart a course for a long-term career with a global logistics leader? Join our Air Logistics Perishable team in London and become part of our ongoing success story!

Your Role

The Customer Care Specialist is part of a team within our CCL’s – Customer Care Locations, who are 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 Centers (OCC’s) have all of the necessary information (including systematic information) to be able to execute on our customer behalf.

Your Responsibilities

• Pro-actively advise and consult Customers to ensure satisfaction
• Monitor Customer Shipments to provide proactive updates and problem solve (by collaborating with other stakeholders) in anticipation of a customer complaint.
• Inclusion and transfer of customer requirements into the KN systems (including sold rates and other agreements) so that Operational Care Centers (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.
• Knowledge exchange with the sales and account management teams.
• Create, refine and review reports as needed including performance analysis
• Claims management from reporting through to closure

Your Skills and Experiences

• Previous experience working in a similar role in the customs field or similar environment.
• Knowledge of customs rules and regulations is advantageous.
• Knowledge of the Descartes & Cargowise Customs software / or similar is desirable
• Excellent communication skills both verbally and written.
• Excellent customer service skills
• Flexible and able to work accurately under pressure in a very busy environment.
• Team player with the self-drive to be proactive and add value in a dynamic and changing organisation.
• Excellent attention to detail and record keeping skills
• Solution-oriented and proactive

Good Reasons to Join

If you would like to become a valued member of our team, we will ensure 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.