Airfreight Customer Care Specialist

Job Purpose:

The Airfreight 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.

Main Responsibilities:

Customer Care and Satisfaction Mgt: 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 Mgt: Knowledge exchange with the sales and account mgt teams.
Reporting and Performance Analysis Creating, refining and reviewing reports as needed including Performance analysis
Claims Management: From reporting through to closure

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 improvement.

English fluency, university graduated major in economics or related field. 

Good reasons to join:

Our global logistics network, cutting-edge IT systems, in-house expertise and excellent customer service is proof of our dedication to be the market leader. These attributes have placed us at the forefront of our industry, and positioned us to continue increasing the scope of our customer solutions and services. Kuehne + Nagel gives employees the opportunity to learn and develop; to grow and perform to their fullest potential within a global work environment. We offer performance driven remuneration and total rewards and benefits. With over 82,000 employees at more than 1,300 locations in over 100 countries, the Kuehne + Nagel Group is one of the world’s leading logistics companies. Its strong market position lies in the Seafreight, Airfreight, Contract Logistics and Overland Businesses, with a clear focus on high value-added segments such as IT-based integrated logistics solutions. Learn more at kncareers.com