Sea Logistics Import Customer Care Specialist (6 Month FTC)

☞ Kuehne+Nagel

View: 106

Update day: 11-06-2024

Location: Bristol South West

Category: Executive management Production / Operation

Industry: Information Technology Services Logistics Supply Chain Human Resources

Position: Entry level

Job type: Contract

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Job content

We have a fantastic opportunity for an Sea Logistics Import Customer Care Specialist to join our team in Bristol on a 6 month contract. #SeaLogistics
Your Role

The Sea Logistics Import 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 also 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.
Your Responsibilities
  • Focus on improving customer satisfaction by delivering high quality services to be evidenced via our Net Promoter Score (NPS) customer thermometer.
  • Ensure service excellence by leveraging a high level of forwarding and market knowledge and ensuring all requests are carried out to the pre-set service levels and standard procedures, in a timely manner and in line with the Key Performance Indicator (KPI) requirements.
  • 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 and manage tasks through Business Process Automation tools.
  • Inclusion and transfer of customer requirements into the K+N systems (including sold rates and other agreements) so that our Operational Care Centres (OCCs) are clearly informed about deliverables. Engage regularly with our OCC’s to build strong relationships.
  • Qualification of customer inquiries, provision of quotations within corporate guidelines for pricing, up-selling, and follow up; field complaint calls and provide problem resolution in alignment with stakeholders. You will also liaise closely with our sales and account management teams to ensure the smooth on-boarding of new customers.
  • Create, refine and review reports as needed including conducting performance analysis with K+N Systems and conduct claims management, from reporting through to closure.
  • Ensure compliance with company, industry and legal standards is adhered to across the function; this incorporates Quality, Security, Health & Safety and Environment standards.

Your Skills And Experiences
  • Experience in either freight forwarding or transport planning with key focus on Sea Logistics.
  • Experience in Sea Logistics Import Operations would be advantageous
  • Strong customer service orientation and an ability to communicate effectively and confidently and with an approachable nature.
  • Excellent organisational skills, strong interpersonal skills with the ability to problem solve.
  • Strong affinity with required customer quality standards and able to work on own initiative as well as building strong relationships and collaborating with the team.
  • Excellent time management skills, able to set priorities, fulfil critical tasks in time and keep to deadlines. You’ll also be persistent and able to manage change and embrace new technologies.
  • Ability to understand and execute new processes.
  • Excellent knowledge of MS office, specifically Excel.
Good Reasons to Join

If you would like to become a valued member of our team then we will also make sure that you’re rewarded for your commitment and expertise. We are offering a competitive salary and 23 days holiday plus bank holidays. You will also have the opportunity to join the contributory Kuehne+Nagel pension plan and benefit from our Route 2 Rewards scheme which offers discounts and savings on a wide range of high street or internet goods and services. GB13052
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Deadline: 26-07-2024

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