Air Freight Customer Support Specialist
3 weeks ago
Job Overview
As a key member of our Customer Care Team, you will leverage your expertise and skills to enhance our commitment to Customer Excellence.Your Role
In this position, you will assist clients by delivering valuable information, addressing inquiries, and managing feedback and complaints. By utilizing your robust knowledge of forwarding and market dynamics, you will provide essential support to ensure customer satisfaction with our offerings.Your Responsibilities
- Drive customer engagement, satisfaction, retention, and reactivation in close collaboration with Field Sales and the Operational Care Center (OCC).
- Establish and strengthen operational relationships with customer contacts through daily interactions, regular care visits, and proactive advising to ensure satisfaction.
- Qualify customer inquiries and generate quotations within the designated price range, adhering to decision-making guidelines, and follow up to secure acceptance and closure.
- Facilitate customer onboarding in accordance with established procedures, ensuring the integration of customer requirements into the Kuehne+Nagel systems alongside the initial order.
- Collaborate with Finance and the Revenue Care Center (RCC) to adjust credit limits based on daily business developments and coordinate actions in case of challenges.
- Document, resolve, and analyze all complaints and feedback, identifying, sharing, and eliminating root causes.
- Create, review, and refine customer reports to enhance service delivery.
- Ensure achievement of all financial targets and strategic objectives.
Your Skills and Experiences
- Relevant background in logistics, supply chain management, business administration, or a related discipline.
- 2-4 years of experience in logistics, customer service, or air freight operations; recent graduates are encouraged to apply.
- Excellent verbal and written communication skills to effectively engage with customers, address their concerns, and provide solutions.
- Ability to handle complaints and resolve issues efficiently while maintaining customer satisfaction.
- Strong attention to detail for managing and processing complex logistics and documentation.
- Proficient time management skills to juggle multiple tasks and prioritize effectively in a fast-paced environment.
- Flexibility to adapt to changing situations and work under pressure, particularly in a dynamic logistics setting.
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