Air Logistics Customer Care Specialist

You will be part of our Air Logistics team, adding your expertise + skills to the delivery of customer excellence.

Your Role

You are responsible to support our customers by providing helpful information, answering queries + resolving complaints. Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure customer satisfaction with our products, services + features.

Your Responsibilities

You will do this by working with a variety of internal + external stakeholders while focusing on the following key objectives.

• To drive customer engagement, satisfaction, retention + reactivation in close cooperation with the Field Sales + Operational Care Center (OCC).
• To establish + strengthen operational relation to customer contact(s) through engaging interactions, regular care visits + pro-active advisory + consulting to drive customer excellence.
• To qualify customer inquiries + provide quotations within the given price band, in line with the guiding principle in decision-making, then following up to ensure quotations are accepted + closed.
• To support customer onboarding in line with working instructions, ensuring inclusion + transfer of customer requirements into the KN systems alongside the (initial) customer order.
• To collaborate with Finance + Revenue Care Center (RCC) to adjust credit limits based on daily business development + coordinate measures in case of challenges.
• To document, resolve, analyze all complaints and feedback then identify, share + eliminate root causes.
• To prepare, review + refine customer reports.
• To document, resolve, analyze all complaints, then identify, share + eliminate root causes.

Your Skills and Experiences

• Bachelor degree in International Business/Supply chain/Logistics (related educational background is acceptable).
• Having at least 2 years working experience in Air Logistics Operations (Import/ Export).
• Competent knowledge of international freight forwarding, logistics and import - export.
• Careful, responsible, detail-oriented, able to work under pressure.
• Good at customer service, task and time management & planning skills.
• Having effective communication skills.
• Good command of English (both verbal & written).

Good Reasons to Join

Our global logistics network, cutting-edge IT systems, in-house expertise and excellent customer service is proof of our dedication to be the market leader. These attributes have placed us at the forefront of our industry, and positioned us to continue increasing the scope of our customer solutions and services. Kuehne + Nagel gives employees the opportunity to learn and develop; to grow and perform to their fullest potential within a global work environment. We offer performance driven remuneration and total rewards and benefits.