Sea Logistics Customer Care Specialist

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

Your Role

The Customer Care Specialist will be part of a team within the Customer Care Location (CCL) responsible for directinteraction with our customers, proactive customer service, problem solving, customer follow up, interaction with our salescolleagues and equally as important, ensuring that our Operational Care Centers (OCC’s) have all of the necessaryinformation (including systematic information) to be able to execute on our customer behalfThe Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and everytime they engage with Kuehne+Nagel, as well as documenting and investigating any deviations from the expected level ofservice provided.

Your Responsibilities

• Ensure all requests carried out to the pre-set service levels and standard procedures, in a timely manner, in line with the
  KPI requirements
• Focus on improving customer satisfaction by delivering high quality services to be evidenced via our NPS customer
  thermometer
• Ensure service excellence by leveraging a high level of forwarding and market knowledge
• 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 our systems (CoreLog, NPS)
• Manage tasks through Business Process Automation tools (BPA) and all related features such as task tags
• Inclusion and transfer of customer requirements into our 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

Your Skills and Experiences

• Showcase your strong communication skills that bridge gapsand build connections.
• Navigate language effortlessly with native or C1 Englishproficiency.
• Excellent knowledge of MS office features, especially excel

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 lifeAs 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.