Air Logistics Customer Care Specialist United States US Would you like to launch your career with one of the most successful logistics organizations worldwide? Here at Kuehne+Nagel, our Cincinnati site is looking for a new Air Logistics Customer Care Specialist to join our Business Unit team.
YOUR ROLE Our 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 CCL's - 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 (OCC's) have all of the necessary information (including systematic information) to be able to execute on our customer behalf.
YOUR RESPONSIBILITIES - Maintain Real Time Visibility of our Customers' Transactions in AirLOG by Updating Route Maps and following the Airfreight 2.0 Tag methodology.
- Drive all elements of the customer into our core operating systems and tools by requesting Business Profile creation/updates, customer quotations into AirLOG/QTAir and requisite Customer Wiki page.
- Monitor, prioritize and balance customer specific needs on a daily basis by answering queries and requests through multi channel communication streams.
- Monitor SSC performance related to Customer Care processes.
- Collaborate with the Airfreight Process Manager to drive SSC and automation utilization related to Customer Care processes.
- Timely escalation handling for SSC when assistance is needed for Customer Care processes.
- Collaborate with K+N sales to develop customer specific work instructions and implement continuous improvement measures that ensures the overall health of our relationship with our customers.
- Collaborate with the Operational Care Centre to ensure we deliver on our service commitment by analyzing Customer KPI reports in order to communicate and assist the OCC in implementing corrective and preventative actions.
- Collaborate with the Revenue Cost Centre to ensure all quotes, rates and agreements with the customer produce accurate and timely billing and maximize GP.
- Complete Forwardering Sub Ledger closure of customer shipments using ACON and within the requirements as stipulated by our corporate financial goals (accuracy, timeliness).
- Receive and submit final customer rate requests (Freightnet or the Pricing Team).
YOUR SKILLS AND EXPERIENCES - 3-5 years of freight forwarding/ 3PL experience
- 1+ years experience in Air Logistics
- Knowledge of rules and regulations for Airfreight
- Experience supporting both customers and internal stakeholders, ensuring satisfaction and service excellence
GOOD REASON TO JOIN There has never been a better time to work in logistics. Bring your skills to an industry that offers stability and international career growth. We offer a great compensation and medical/dental benefits package, employee discounts, tuition reimbursement, excellent training programs, and a fun, and interesting global work environment.
ABOUT KUEHNE+NAGEL With over 80.000 employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world's leading logistics companies.
CONTACT US Talent Acquisition