As a Sea Logistics Customer Care Specialist at Kuehne + Nagel, you will be responsible for driving customer engagement, satisfaction, and retention. You will work closely with Field Sales and the Operational Care teams to build strong relationships with customers, providing proactive advice and ensuring seamless service delivery. This role requires a balance of operational excellence, financial acumen, and a strong customer-oriented mindset to meet strategic objectives and financial targets.
Key Responsibilities
- Customer Relationship Management: Deliver high levels of engagement, satisfaction, and retention in cooperation with Field Sales and Operational Care teams. Proactively advise customers through daily interactions and regular visits to strengthen relations.
- Service Excellence: Ensure all existing customers are contacted regularly and manage all email interactions as 'KN Service Moments' cases. Accurately log all interactions in the CRM system (CoreLog).
- Financial Performance: Work towards achieving all financial targets and strategic objectives. Monitor customer profitability and maximize Gross Profit (GP) at the customer level.
- Pricing and Quotations: Provide prompt pricing and manage end-to-end spot quotes, ensuring all rebates are captured in SeaQuote.
- Digital Tool Promotion: Support customers in adopting automation via the eTouch Automation dashboard and demonstrate high proficiency in K+N applications to empower customers.
- Documentation and Compliance: Complete Customer Profiles (CP), Business Profiles, and Standard Operating Procedures (SOP) following initial customer meetings.
- Process Improvement: Monitor service exceptions through the CCL Dashboard to identify and implement process improvement opportunities.
- Risk Management: Identify financial risks and collaborate with stakeholders to develop mitigation strategies. Follow up on overdue accounts receivable to minimize bad debts.
Requirements and Qualifications
- Experience: 2-5 years of experience in freight forwarding, with a strong preference for candidates with a background in Sea Logistics.
- Education: A Degree or Diploma in Freight Forwarding is preferred.
- Language Skills: Fluency in the local language and advanced proficiency in English (both written and verbal).
- Technical Skills: Experience with CRM systems, financial acumen, and the ability to make data-driven decisions.
- Interpersonal Skills: Strong collaboration skills, a team-oriented mindset, and advanced communication abilities.
- Mindset: Highly customer-focused, proactive, and open to continuous improvement and change.
How to Apply
Interested and qualified candidates should apply online through the official Kuehne + Nagel careers portal. Please follow the link below to submit your application:
Apply for Sea Logistics Customer Care Specialist
