Job Description

Customer Care Specialist

When you work in Freight Logistics and Operations at Kuehne+Nagel, you play a key role in optimizing processes and ensuring that inventory and shipments move efficiently. 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 Customer Care Specialist is responsible for the daily execution and delivery of an exceptional customer experience, leading to consistent customer excellence and satisfaction. By regular and frequent direct interaction with our customers, the Customer Care Specialist will have a clear understanding of customer requirements and expectations, as well as their business developments. The Customer Care Specialist will with proactive customer communication and problem resolution, and in parallel with engagement of relevant stakeholders, ensure that customer needs are met efficiently and effectively. Along with a strong focus on customer growth and maximizing profitability.

With shipment ownership, drive the most efficient way of file handling and availability of customer data and requirements, in order for stakeholder teams to deliver according to customer expectations. At the same time, ensure regulatory and compliance adherence.

Ensure consistent shipment monitoring and proactive customer communication, and effectively handle and respond to customer feedback, complaints and escalations, and ensure swift corrective actions.

Ensure awareness of customer facing digital solutions and encourage usage by our customers. Participate in trainings, as needed, for up-to-date knowledge.

When assigned to customer implementations, as either support or lead, bring active involvement and ensure participation by OCC/RCC/OM, as required. And participate in GCIM Scalable trainings.

Manage and develop customer growth and stay on top of customer retention. Drive maximization of profitability with a high focus on spot quotation execution and fast response time, and by upselling and promoting KN products. And on-going GP analysis, as well as liaising with stakeholders responsible for procurement.

One to 2 years of customer service experience. One year of freight forwarding experience (preferred). Knowledge and experience of freight forwarding, its processes and regulations (preferred). Commercial drive and mindset. Communication, problem and conflict resolution skills. Knowledge of KN standard operating model and products (preferred). Strong collaboration and communication skills, with the ability to foster cross-team alignment. Ability to adapt to changes. Customer solutions orientation and conflict resolution. A constant drive for customer satisfaction in parallel with profitability maximization.

Kuehne+Nagel strives daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. Base wage is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data.

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