Sea Logistic Customer Care Specialist

JOB DESCRIPTION We're looking for you! For our office in Newcastle we're seeking a new addition to our Sea 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

Ensure all requests carried out to the pre-set service levels and standard procedures, in a timely manner, in line with the
KPI requirements

Focus on improving customer satisfaction by delivering high quality services to be evidenced via our NPS customer
thermometer

Ensure service excellence by leveraging a high level of forwarding and market knowledge

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)

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

Inclusion and transfer of customer requirements into our 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

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

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.