Sea Logistics Customer Care Specialist

Join our amazing team in Bristol!

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 customer behalf. The Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with Kuehne + Nagel, as well as documenting and investigating any deviations from the expected level of service provided. All of these activities are to be executed via the KN Customer Care system.

Your Responsibilities

1. Ensure all requests are carried out to the pre-set service levels and standard procedures, in a timely manner, in line with the KPI requirements.
2. Ensure service excellence by leveraging a high level of forwarding and market knowledge.
3. Document, investigate and conduct root cause analysis on any deviations using KN systems (CoreLog, NPS).
4. Closely liaise with Sales owners to ensure the smooth onboarding of new customers.
5. Conduct claims management, from reporting through to closure.
6. Ensure compliance with company, industry and legal standards is adhered to across the function.
7. Participate in workshops and conference calls as required.
8. Continuously analyse customer reports to identify areas for improvement.

Your Skills and Experiences

1. Experience in either freight forwarding or transport planning with key focus on Sea Logistics.
2. Ability to understand and execute new processes.
3. Excellent knowledge of MS Office features, especially Excel.
4. Strong affinity with required customer quality standards.
5. Strong customer service orientation.
6. Excellent organisational skills and strong interpersonal 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 recognizes the skills, expertise and value service leavers bring to our organization.