It's more than a job
When you work in Freight Logistics and Operations at Kuehne+Nagel, you play a key role in optimising processes and ensuring that inventory and shipments move efficiently. But that is not all. Your work also helps ensure that vital medicines reach patients on time and supports other essential deliveries, from wind turbines to semiconductors. At Kuehne+Nagel, our contribution counts in more ways than we imagine.
The Sea Logistics Customer Care Expert plays a key role in supporting customers by providing accurate information, addressing inquiries, and resolving concerns. This role is accountable for delivering excellent service to both internal and external stakeholders. Additionally, they manage a personal portfolio of house accounts as an account owner, maintaining strong customer relationships and driving engagement.
How you create impact
- Deliver customer engagement, satisfaction, retention and reactivation in close cooperation with Field Sales and the Operational Care Center (OCC) to establish and strengthen operational relations with customers
- Establish and strengthen operational relation to customer contact(s) through daily interactions, regular visits, pro-actively advising to ensure customer satisfaction
- Ensure that all existing customers are called regularly, and all emails are handled as KN Service Moments cases
- Ensure all interactions are logged in CRM system (CoreLog)
- Ensure delivery against all financial targets and strategic objectives
- Ensure prompt pricing and manage end-to-end spot quotes, and capturing of all rebates in SeaQuote
- Support customers in increasing their automation of customers using the eTouch Automation dashboard, in collaboration with the OCC
- Ensuring a high proficiency in KN applications and eTouch tools through training empowers our CCL to effectively offer these tools to our customers
- Completion of the Customer Profile (CP), (Business Profile) and Standard Operating Procedure (SOP) after the initial customer meeting
- Monitor exceptions through the CCL Dashboard and identify process improvement opportunities
- Monitoring customer profitability and maximize Gross Profit (GP) on customer level
- Identify financial risks and collaborate with stakeholders to develop mitigation strategies so to ensure that customer profitability does not decline
- Monitor and follow up on accounts receivable overdue aging so to raise with the customer and ensure bad debts are minimized.
What we would like you to bring
- Experience in freight forwarding, ideally within Sea Logistics
- Advanced expertise in customer management, ensuring engagement and satisfaction throughout the customer lifecycle
- Highly customer-oriented mindset, focused on delivering solutions that meet changing needs
- Advanced decision making and problem-solving skills
- First experience in financial acumen and decision-making
- Strong communication skills with the ability to convey ideas effectively to different stakeholders
- Strong collaboration skills and team-oriented mindset
- Proactive and solutions-focused with a focus on optimizing customer experience
- Openness to change and continuous improvement efforts to enhance processes and customer satisfaction
- Fluent in local language and advanced English proficiency (written and verbal)
What's in it for you
As an employer, Kuehne+Nagel stands for equal opportunity and we are committed to diversity in our teams with regards to people with disabilities. We believe that you can make a valuable contribution to Kuehne+Nagel and look forward to receiving your application.
Who we are
Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world.
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.
We kindly advise that placement agencies refrain from submitting unsolicited profiles. Any submissions of candidates without prior signed agreement will be considered our property and no fees will be paid.