Air logistics Customer Care Specialist

You will be joining our Customer Care Team to add your expertise + skills to the delivery of Customer Excellence.

Your Role

You will support customers by providing helpful information, answering queries, + responding to complaints and feedback.

Your Responsibilities

Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure customer satisfaction with our products, services + features.

• To drive customer engagement, satisfaction, retention + reactivation in close cooperation with Field Sales and the Operational Care Center (OCC).
• To establish + strengthen operational relation to customer contact(s) through daily interactions, regular care visits + pro-actively advising + consulting to ensure customer satisfaction.
• To qualify customer inquiries + provide quotations within the given price band, in line with the guiding leeway in decision-making, then following up to ensure quotations are accepted + closed.
• To support customer onboarding in line with working instructions, ensuring inclusion + transfer of customer requirements into the KN systems alongside the (initial) customer order.
• To collaborate with Finance + Revenue Care Center (RCC) to adjust credit limits based on daily business development + coordinate measures in case of challenges.
• To document, resolve, analyze all complaints and feedback then identify, share + eliminate root causes.
• To create, review + refine customer reports.
• To ensure delivery against all financial targets + strategic objectives.

Your Skills and Experiences

• Relevant background preferably in logistics, supply chain management, business administration, or a related field.
• 2-4 years of experience in logistics, customer service, or air freight operations; fresh graduates are encouraged to apply.
• Customer Service: Excellent verbal and written communication skills to effectively interact with customers, address their concerns, and provide solutions.
• Conflict Resolution: Ability to handle complaints and resolve issues efficiently while maintaining customer satisfaction.
• Attention to Detail: Strong attention to detail to manage and process complex logistics and documentation.
• Time Management: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Flexibility: Ability to adapt to changing situations and work under pressure, especially in a dynamic logistics environment.