It's more than just a job
As a Contract Logistics Specialist at Kuehne+Nagel, you'll manage end-to-end warehousing operations for our clients. By doing so with precision, you'll contribute not only to your team's success but also to the day-to-day operations and success of the warehouse and distribution centers. For example, storing and delivering delicate flowers and fresh ingredients to local shops for everyday lunches and family celebrations. At Kuehne+Nagel, our work truly contributes to more than we imagine.
Contract Logistics Customer Service Supervisor works within Contract Logistics. In this case, She/He will operate for adidas Campus South, our new fully automated warehouse located in Mantua, which, with over 130,000 square metres, will represent an unparalleled example of excellence and innovation in automated technology operations.
The Contract Logistics Customer Service Supervisor, by following the guidance of the Customer Service Manager, will supervise a resident team of specialists; by cooperating with the team, he/she will be committed on keeping the relationship with the customer by providing and requesting information regarding the warehouse and the customer’s needs.
With this aim, She/He will interact with the other Customer Service subfunctions (such as Data Analysts and Inventory team) and peer teams (such as Transportation, or Planning) to provide additional information regarding shipments, billings, returns flow, priorities broken down by customers’ markets and discrepancies - in other to contribute to the overall fulfilment of the customer’s requests.
Moreover, the Supervisor will be keen on shadowing the manager during meetings, negotiations, and definition of level of service.
How you create impact
- Under the supervision of the Contract Logistics Customer Service Manager, contribute to develop and establish a strong and solid relationship with the customer and internal stakeholders, just to ensure an accurate, consistent, and timely info communication between departments and with the customer
- In order to facilitate the management of the warehouse goods workflow and find a point of contact between internal and external stakeholders needs, transfer information regarding shipments, discrepancies, billing, etc. between KN departments and the client
- Analyse complaints related to billing or service rendered, sending complaints for non-performance to the services responsible for investigations and promptly updating customers to keep them aligned about all the processes
- Ensure continuous improvements on the KPIs related to general service, order processing, and resolution/prevention of customer queries
- Conduct reporting activities, implement dashboards and develop other easy to understand ways to communicate information related to shipments, billing, and discrepancies, to provide information quickly and efficiently
- Samely important, he/she will address and calibrate the workload and tasks among the team members, being a key point of support during the daily activities, and by filtering the customer escalations and requests – to make the team’s work even smoother.
What we would like you to bring
- >3 years’ experience in large scale (>300FTE) highly automated fulfilment operations with strong preference given to eCommerce / Fashion / Retail experience, preferably in multinational companies with matrix organizational structure
- Proven experience in managing a white collar team, responsible for various and mid-complex tasks, focused on operations, transportation, logistics documentation and day-by-day urgencies
- Experience with metric oriented and data analysis-based work environments characterized by the respect of strict SLAs and deadlines and ability to prioritize issues and tasks by using ticketing systems
- Deep expertise in managing a large scale b2b client and communicating with external senior stakeholders - which made you able to moderate, adapt and link customer needs to warehouse opportunities and capacity
- Required deep fluency in English language both in written and spoken
- Knowledge of main ERP / WMS (such as SAP, Blueyonder) and their logics will be considered as a strong plus.
What's in it for you
As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine.
Who We Are
Logistics shapes our daily lives – from the goods we consume to the healthcare we need. At Kuehne+Nagel, your day-to-day work goes beyond logistics; it supports the big and small moments in people's lives around the world.
As a global leader with a strong structure and a forward-looking vision, we offer a safe and stable environment where your career can make a real impact. Whether we're helping to deliver life-saving medicines, developing sustainable transport solutions, or supporting local charities, your career will contribute to far more than you can imagine.