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 Dallas site is looking for a new Air Logistics Customer Care Specialist to join our Air Logistics team.
YOUR ROLE The Air freight 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 - Pro-actively advise and consult Customers to ensure satisfaction
- 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. - 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
- Field Complaint Calls, and provide problem resolution in alignment with stakeholders
- Qualification of customer inquiries, Provision of Quotations within corporate guidelines for pricing
- Up-selling, and requisite follow up and closure
- Knowledge exchange with the sales and account mgt teams
- Creating, refining and reviewing reports as needed including Performance analysis
- From reporting through to closure
- 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 ensure the overall health of our relationship with our customers.
- Initiate and drive shipment deviation reviews (Customer: complaints, late deliveries/handovers, incorrect billing, etc.) and gap analysis with involved teams
- Collaborate with the Operational Care Centre to ensure we deliver on our service commitment 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 Forwarder 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).
- Additional responsibilities may be assigned at a later point.
YOUR SKILLS AND EXPERIENCES - Other Degree / Diploma: Freight Forwarding
- BU/FU: Air Logistics 0-2 years
- Freight Forwarding: 0-2 years
- Analytical & Organizing skills
- Communication & Conflict resolution skills
- Decision making & Problem solving skills
- Time Management
- 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 willingness and drive to continuously improve.
- Local language Fluent
- English Intermediate
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. recruiter's job code
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