You build and promote great relationships with colleagues, design customer experiences that inspire loyalty.
You are the most important pillar of our success.
You make the difference.
**
Your Role**:As Customer Care, you will be responsible for your own customers (new and existent) BP creation and updates and will be the calling card of Kuehne-Nagel to the outside world and the customer's promise keeper.
You will use your knowledge of Airfreight Forwarding to help your customers with challenges they face on a daily basis, answer questions, investigate complaints.
Furthermore, you will use your knowledge on Kuehne-Nagel Products and service offerings to determine how we can service the customer in the best possible way.
In this role, you are supported by a OCC team who will assist with the main necessary operational and administrative tasks and will be the brigde with the sales team.
**
Your Responsibilities**:
- You are in charge of the customer onboarding, the implementation of new customers, ensuring that all documents (SOP, Working Instructions, Credit setup, etc.)
and system requirements (Business Profile, Accesses to our tools and platforms, Applicable quotations in QTAir, etc.)
are properly created and in place created, so all customer requirements are met.
- Partner in logistics for your key clients and match the questions with the KN product offerings available (Products, KN FreightNet, KN Login, Industry Specific Services, etc.)
- You understand the supply chain of our clients, and you have (a first) experience in supply chain management.
You should be your customer's consultant for any business related doubts.
- Main escalation point in case of deviations, complaints and investigate the root cause.
Thinking long term, you offer lasting solutions to our clients.
- Receive instructions from the customer and transmit to other involved teams; and once information from other teams is available, transmit back to the customer properly (flight details, logistics options, request of greenlights, special handling instructions, etc.)
- You will be responsible for all financial related communication with the customer, when requested.
This includes payment instructions, payment disputes, etc.
- Proactively follow up on shipments (tracking & recording milestones), both import and export and anticipate on potential problems, and you inform the client accordingly.
You should also analyze performance data, plan and manage action plans for continuous improvement, by using all available tools (KPI results, Business intelligence reports)
- Depending on the team you are assigned to, you hold special knowledge on products and product groups.
E.g.
Pharmaceutical products, Perishables, Aviation products, oversized cargo,
- Liaison between various internal departments (Procurement/ Pricing, Sales, OCC, Financial);
- Have a proactive communication and a good rapport with your clients.
You agree that having a good customer relation is key to achieve success.
- Have a critical view on the workings within the department and offer any advice to optimize collaboration between teams and team members.
Cross collaborates with our service centers and proposes optimizations in processes and workflows were needed or when an opportunity arises.
- Perform security reviews of your clients.
- Receive the transport order, and you are responsible to deliver quotes if needed to your clients using the quotation tool.
- Arrange pre-transport in agreement with the client, anticipating on deadlines.
- Responsible for correct cost assessment and cost allocation with clients and look for optimizations where possible.
- You will be the main contact for Claims.
You should be able to receive, validate, analyze and follow up on every process involving a Customer cargo Claim until it's solved.
- One of your responsibilities is also getting more business from your customers.
You should be able to identify additional needs, routes, services from your customer and guide them.
- Guide and help the team with less experience.
**Your Skills and Experiences**:
- University Degree in ADM, IR, Foreign trade, Economy or compatible
- Air Logistics experience, at least 2 years
- Fluent English