Sea Logistics Customer Care Specialist at Kuehne + Nagel

How you create impact


Deliver customer engagement, satisfaction, retention and reactivation in close cooperation with Field Sales and the Operational Care team/field team to establish and strengthen operational relations with customers
Establish and strengthen operational relation to customer contact(s) through daily interactions, regular visits, pro-actively advising to ensure customer satisfaction
Ensure that all existing customers are called regularly and all emails are handled as KN Service Moments cases
Ensure all interactions are logged in CRM system (Customer Relationship Management system -CoreLog)
Ensure delivery against all financial targets and strategic objectives
Ensure prompt pricing and manage end-to-end spot quotes, and capturing of all rebates in SeaQuote
Support customers in increasing their automation of customers using the eTouch Automation dashboard, in collaboration with the operational care team
Ensuring high proficiency in K+N applications and eTouch tools through training, empowers our customer care team to effectively offer these tools to our customers
Completion of the Customer Profile (CP), (Business Profile) and Standard Operating Procedure (SOP) after the initial customer meeting
Monitor exceptions through the CCL Dashboard and identify process improvement opportunities
Monitoring customer profitability and maximize Gross Profit (GP) on customer level
Identify financial risks and collaborate with stakeholders to develop mitigation strategies so to ensure that customer profitability does not decline
Monitor and follow up on accounts receivable overdue aging so to raise with the customer and ensure bad debts are minimized.


What we would like you to bring


Experience in freight forwarding desired of 2-5 years, ideally in Sea Logistics
Initial experience in decision making and problem-solving skills
First experience in financial acumen and decision-making
Fluent in local language and advanced English proficiency (written and verbal)
Degree / Diploma in Freight forwarding - Preferred*
Strong collaboration skills and team-oriented mindset
Initial expertise in customer management, ensuring engagement and satisfaction throughout the customer lifecycle
Advanced communication skills with the ability to convey ideas effectively to different stakeholders
Highly customer-oriented mindset, focused on delivering solutions that meet changing needs
Openness to change and continuous improvement efforts to enhance processes and customer satisfaction
Proactive and solutions-focused with a focus on optimizing customer experience