Air Logistics Customer Care Specialist

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.

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

objectives.

Your responsibilities

- 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.

Who we are looking for

Your strong time management skills, along with your customer + stakeholder relationships will be the key to your success.

You have been selected for this role for your knowledge across our operations, products + services; because you possess the key attributes we are looking for.