Air Logistics Customer Care Specialist

We deliver high quality solutions to our customers and we are leaders in the logistics industry. Join us and become a part of our great team.

Your Role

The Air Logistics Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with Kuehne + Nagel. Specifically, the Customer Care Specialist is part of a team within our CCLs Customer Care Locations, who are 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 Centers (OCCs) have all of the necessary information (including systematic information) to be able to execute on our customer behalf.

Your Responsibilities

• Customer Care and Satisfaction management: Pro-actively advise and consult Customers to ensure satisfaction
• Shipment Performance Monitoring: Monitoring 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.
• Customer On-boarding: Inclusion and transfer of customer requirements into the KN systems (including sold rates and other agreements) so that Operational Care Centers (OCCs) are clearly informed about Deliverables
• Complaint Management: Field Complaint Calls, and provide problem resolution in alignment with stakeholders
• Quotation Management: Qualification of customer inquiries, Provision of Quotations within corporate guidelines for pricing, Up-selling, and requisite follow up and closure.
• Operational Relationship management: Knowledge exchange with the sales and account management teams.
• Reporting and Performance Analysis Creating, refining and reviewing reports as needed including Performance analysis
• Claims Management: From reporting through to closure

Your Skills And Experiences

• Ideal candidates shall have demonstrable analytical, communication, conflict resolution and organizational skills.
• Problem Solving, Decision Making, and the ability to work under time pressures is a must.
• Candidates shall have the ability to speak persuasively whilst demonstrating empathy, adaptability, and the use of positive language.
• An ideal candidate must demonstrate self-control, patience, effective listening, attentiveness, and time management.
• They must have a willingness and drive to continuously improve.
• Intermediate knowledge of English language and communication skills.
• Matric essential, undergrad degree in maritime logistics an advantage.
• Min 3 years air logistics experience.