Sea Logistics Customer Care Expert FCL import - Bucharest, România - Kuehne Nagel

Descriere

You will be joining our Customer Care Team to add your expertise + skills to the delivery of Customer excellence

Kuehne+Nagel's Sea Logistics Customer Care Team is evolving, and we have an awesome opportunity for you to join the team This role sets itself apart from other Customer Care roles within the industry.

Your Role

As a Customer Care Specialist, you will play a vital role in ensuring our customers receive the highest level of support while also driving commercial opportunities to maximize our business growth. You will regularly visit your customers in person or via teams and introduce them to our customer solutions. This role requires someone who loves autonomy, enjoys interacting with customers and wants to take the responsibility of their accounts' successfully under their wing You'll be based in our Sea Logistics team and may be looking after one large key account or a portfolio of clients and all their related shipments.

Your Responsibilities

Your role will be
responsible for driving customer excellence alongside the Sales and Operations
Teams to ensure client satisfaction and retention.
Looking after your own
portfolio, you will be in direct contact with clients daily to determine their
sea logistics requirements and guiding them on the end-to-end freight
forwarding process. You will need to build long term and effective
relationships with your customers, regularly providing them with up-to-date
information on their shipments and helping them solve any issues. You will also
have regular contact with our other internal teams to ensure that shipments are
running smoothly, any issues are resolved, and customers are kept
informed.
You will support customers by providing helpful
information, answering questions, as well responding to complaints. Utilizing
your strong forwarding + market knowledge, you will provide front line support
for customers to ensure customer satisfaction with our products, services +
features.

Some of your
responsibilities may also include:

• Updating
  and negotiation of rates with customers.
• Acting
  as an inside salesperson and providing sales support to drive customer
  satisfaction.
• Monitoring
  your client's volumes and identifying when customers are up or down
  trading and acting accordingly .
• Identifying
  and pursuing possible opportunities to up-sell.
• Qualifying
  + entering customer orders into the operational execution system.
• Driving
  customer engagement, satisfaction, retention + reactivation in close
  cooperation with the Operational CareCenter (OCC), destinations +
  regional stakeholders.
• Establishing
  + strengthening operational relationships with customer contact(s) through
  daily interactions, regular visits, pro-actively advising + consulting to
  ensure customer satisfaction.
• Qualifying
  customer inquiries + providing quotations within the given price band, in
  line with the guiding leeway in decision-making, following up to ensure
  quotations are accepted + closed.
• Supporting
  customer onboarding in line with working instructions, ensuring inclusion
  + transfer of customer requirements into the KN systems alongside the
  (initial) customer order.
• Collaborating
  with Finance to adjust credit limits based on daily business development +
  coordinate measures in case of challenges.
• Documenting,
  resolving, analyzing all complaints, then identifying, sharing +
  eliminating root causes.
• Creating,
  reviewing + refining customer reports.
• Ensuring
  delivery against all financial targets + strategic objectives.

Your Skills and Experiences

We are looking for people
with 5+ years freight forwarding experience, a strong knowledge of Sea
Logistics (import or export) processes and able to confidently build a strong
portfolio of customers with regular face to face interactions. As well
as....

• Sound knowledge of Incoterms (essential) Solid technological skills, including MS Office
• Ability to effectively manage your time, especially when under pressure and with a busy workload
• Excellent communication skills both written and verbal
• Well organized and being able to track the progress of daily tasks or the ongoing projects
• Ability to think outside the square and solve problems
• Ability to build relationships with all stakeholders
• Prior direct responsibility for delivering exceptional customer experience
• Previous experience in a customer facing or sales support role dealing with FCL Import transports is highly advantageous
• A high sense of awareness and attention regarding the internal communication & market development

It's a great role for
someone who loves to take real ownership of their work and prides themselves on
their problemsolving and customer service skills. This role is very
customer service focused.