Air Logistics Customer Care Specialist

Company: Kuehne Nagel
Location: Erlanger
Posted on: August 6, 2022

Job Description:

Thinking about improving your career development and your professional growth? We invite you to join one of the most successful international logistics organizations here at Kuehne+Nagel. Our Kentucky branch is looking for a new Customer Care Specialist to join our Air Logistics team. Your Role The Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with Kuehne + Nagel. Specifically, the Customer Care Specialist is part of a team within our CCL s - Customer Care Locations, who are responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centers (OCC s) have all of the necessary information (including systematic information) to be able to execute on our customer behalf. Your Responsibilities

• Maintain Real Time Visibility of our Customers Transactions in AirLOG by Updating Route Maps and following the Airfreight 2.0 Tag methodology.
• Drive all elements of the customer into our core operating systems and tools by requesting Business Profile creation/updates, customer quotations into AirLOG/QTAir and requisite Customer Wiki page.
• Monitor, prioritize and balance customer specific needs on a daily basis by answering queries and requests through multi channel communication streams.
• Monitor SSC performance related to Customer Care processes.
• Collaborate with the Airfreight Process Manager to drive SSC and automation utilization related to Customer Care processes.
• Timely escalation handling for SSC when assistance is needed for Customer Care processes.
• Collaborate with K+N sales to develop customer specific work instructions and implement continuous improvement measures that ensures the overall health of our relationship with our customers.
• Collaborate with the Operational Care Centre to ensure we deliver on our service commitment by analyzing Customer KPI reports in order to communicate and assist the OCC in implementing corrective and preventative actions.
• Collaborate with the Revenue Cost Centre to ensure all quotes, rates and agreements with the customer produce accurate and timely billing and maximize GP.
• Complete Forwardering Sub Ledger closure of customer shipments using ACON and within the requirements as stipulated by our corporate financial goals (accuracy, timeliness).
• Receive and submit final customer rate requests (Freightnet or the Pricing Team). Your Skills and Experiences
  • 3-5 years of freight forwarding/ 3PL experience.
  • Knowledge of rules and regulations for Airfreight.
  • Support both customers and internal stakeholders to ensure satisfaction and service excellence.
  • Self-starter with good judgment and can proactively manage up where appropriate.
  • Accountable for results, strives to meet and exceed expectations.
  • Time management/prioritization and follow-up skills.
  • Outstanding organizational and multitasking abilities.
  • Active listener with excellent communication skills.
  • Sound judgment and critical thinking. Good Reasons to Join We offer competitive compensation, a comprehensive benefits package, employee discounts, tuition reimbursement, excellent training programs and a highly dynamic global work environment. Kuehne+Nagel s general working model is four (4) days office and one (1) day remote. However, some positions may offer a different hybrid model depending on the job location, function, etc. The working schedule specific details will be discussed in your job interview. Kuehne+Nagel reserves the right to change or adjust the working model policy.

Keywords: Kuehne Nagel, Cincinnati , Air Logistics Customer Care Specialist, Professions , Erlanger, Ohio