Sea Logistics Customer Care Specialist

3 months ago

Cebu, Philippines Kuehne Nagel Full time
You will be joining our Customer Care Team to add your expertise + skills to the delivery of Customer Excellence. Your Role We are currently recruiting a Customer Care Specialist to join our Sea Logistics department, who will be responsible for daily direct interaction with our internal and external customers, proactive customer service in a timely and professional fashion, problem solving, customer follow up, interaction with our sales colleagues. And equally as important, ensuring that our Operational Care Centres (OCCâs) have all of the necessary information (including systematic information) to be able to execute on our customer behalf. 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, as well as documenting and investigating any deviations from the expected level of service provided. This is a full-time position in our office at Cebu. Your Responsibilities

⢠Ensure all requests carried out to the pre-set service levels and standard procedures, in a timely manner, in line with the KPI requirements;

⢠Focus on improving customer satisfaction by delivering high quality services to be evidenced via our customer feedback tool;

⢠Ensure service excellence by leveraging a high level of forwarding and market knowledge;

⢠Monitor customer shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stakeholders) in anticipation of a customer complaint;

⢠Document, investigate and conduct root cause analysis on any deviations using Kuehne+Nagel systems;

⢠Manage tasks through Business Process Automation tools (BPA) and all related features such as task tags;

⢠Inclusion and transfer of customer requirements into the Kuehne+Nagel systems (including sold rates and other agreements) so that Operational Care Centres (OCCs) are clearly informed about deliverables;

⢠Field complaint calls and provide problem resolution in alignment with stakeholders.

Your Skills and Experiences

⢠Strong customer service orientation and able to communicate effectively;

⢠Demonstrate excellent organisational skills and strong interpersonal skills as well problem solving skills;

⢠Ability to work on own initiative and as part of a team â achieve deadlines and be a teamplayer;

⢠Experience in either freight forwarding or transport planning with key focus on Sea Logistics â minimum 2 years of work experience (recent graduates in a logistic studies are also welcome);

⢠Excellent knowledge of MS office features, especially Excel;

⢠Proficient knowledge and experience using GT Nexus and SALOG system;

⢠Ability to cope with change and embrace new technologies, demonstrate adaptability to change.

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