Air Logistics Customer Care Team Leader

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

Your Role

You will support customers by providing helpful information, answering queries, + responding to complaints and feedback.Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure customer satisfaction with our products, services + features. To drive customer engagement, satisfaction, retention + reactivation in close cooperation with Field Sales and the Operational Care Center (OCC). To establish + strengthen operational relation to customer contact(s) through daily interactions, regular care visits + pro-actively advising + consulting to ensure customer satisfaction. To qualify customer inquiries + provide quotations within the given price band, in line with the guiding leeway 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 create, review + refine customer reports. To ensure delivery against all financial targets + strategic objectives.

Your Responsibilities

WHAT WILL YOU BE DOING ON A DAILY BASIS?
You will support customers by providing helpful information, answering queries, + responding to complaints and feedback.
Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure customer satisfaction with our products, services + features.
 To drive customer engagement, satisfaction, retention + reactivation in close cooperation with Field Sales and the Operational Care Center (OCC).
 To establish + strengthen operational relation to customer contact(s) through daily interactions, regular care visits + pro-actively advising + consulting to ensure customer satisfaction.
 To qualify customer inquiries + provide quotations within the given price band, in line with the guiding leeway 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 create, review + refine customer reports.
 To ensure delivery against all financial targets + strategic objectives.

Your Skills and Experiences