The Sea Logistics Customer Care Specialist plays a vital role in delivering customer engagement, satisfaction, and retention. Working closely with Field Sales and the Operational Care teams, you will establish and strengthen operational relationships with customers through daily interactions and regular visits. This role involves managing the end-to-end customer experience, from providing spot quotes to monitoring customer profitability and identifying process improvement opportunities.
Responsibilities
- Deliver customer engagement, satisfaction, retention, and reactivation in close cooperation with Field Sales and the Operational Care/field teams.
- Establish and strengthen operational relations to customer contact(s) through daily interactions, regular visits, and proactive advice.
- Ensure that all existing customers are called regularly and all emails are handled as KN Service Moments cases.
- Ensure all interactions are logged in the CRM system (CoreLog).
- Meet financial targets and strategic objectives set for the role.
- Manage prompt pricing, end-to-end spot quotes, and the capturing of all rebates in SeaQuote.
- Support customers in increasing their automation through the eTouch Automation dashboard.
- Maintain high proficiency in K+N applications and eTouch tools through continuous training.
- Complete Customer Profile (CP), Business Profile, and Standard Operating Procedure (SOP) documents after initial customer meetings.
- Monitor exceptions through the CCL Dashboard and identify process improvement opportunities.
- Monitor customer profitability and maximize Gross Profit (GP) at the customer level.
- Identify financial risks and collaborate with stakeholders to develop mitigation strategies.
- Follow up on accounts receivable overdue aging to minimize bad debts.
Experience and Qualifications
- 2-5 years of experience in freight forwarding, ideally within Sea Logistics.
- Initial experience in decision-making and problem-solving skills.
- Financial acumen and decision-making experience.
- Degree / Diploma in Freight forwarding (Preferred).
- Fluency in local language and advanced English proficiency (written and verbal).
Skills and Competencies
- Strong collaboration skills and a team-oriented mindset.
- Expertise in customer management and lifecycle engagement.
- Advanced communication skills for conveying ideas to different stakeholders.
- Highly customer-oriented with a focus on delivering solutions for changing needs.
- Openness to change and continuous improvement efforts.
- Proactive and solutions-focused approach to optimizing customer experience.
