Air Logistic Customer Care Specialist

JOB DESCRIPTION We're looking for you! For our office in Birmingham we're seeking a new addition to our Air Logistics Customer Care team.

Your Role

The Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and everytime they engage with Kuehne + Nagel, as well as documenting and investigating any deviations from the expected level ofservice provided. All of these activities are to be executed via Kuehne +Nagel Customer Care system

Your Responsibilities

Pro-actively advise and consult Customers to ensure satisfaction

Monitor 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 

Document, investigate and conduct root cause analysis on any deviations using KN systems (CoreLog, NPS, TIP Tool) 

Develop and on-board new customers and additional lanes of business from existing customers 

Manage tasks through Business Process Automation tools (BPA) and all related features such as task tags 

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

Your Skills and Experiences

Ability to work to the required customer quality standards and both through own initiative as well as building strong relationships and collaborating with the team

Excellent time management skills with the ability to set priorities, fulfil critical tasks in time and keep to deadlines.

Resilience to manage change, embrace new technologies and quickly understand and execute new processes

Excellent knowledge of MS office, specifically Excel

GxP and DG Awareness 

CAPA / TIP Training 

Good Reasons to Join

If you would like to become a valued member of our team, we will make sure that you’re rewarded for your commitment and expertise. You can join the contributory Kuehne + Nagel pension plan and enjoy our Route 2 Rewards scheme which offers everything from discounts, benefit information, recognition and its own wellbeing center. We care for our colleagues (and their immediate family) with our employee assistance program providing access to 24/7 GP, legal and financial advice along with mental health counselling. All of this to help you live a happier and healthier life. As proud holders of the Gold Covenant, we are a forces-friendly employer who recognize the skills, expertise and value service leavers bring to our organization.