Customer Service Supervisor

There has never been a better time to work in logistics. Bring your skills to an industry that offers stability and international career growth. Here is what else you get from us: We offer a great compensation benefits package, employee discounts, tuition reimbursement, excellent training programs, and a fun, and interesting global work environment.

Tu función

The primary function of this role is to improve Kuehne+Nagel customer satisfaction by closing the gaps of expectations that top accounts have regarding the service, collaborating with operations and functional teams whenever a strategic client requires a customer focus for developing and monitoring the execution of action plans

Tus responsabilidades

Reporting to the Contract Manager leading the High-Tech vertical, the Customer Service Supervisor is accountable for submitting and delivering the annual pipeline of customer experience improvement projects and initiatives for the HT vertical being the main responsible for the deployment of the CEP tools of all vertical customers.

1. Customer Experience Program (CEP) – National scope
2. Pipeline Customer Experience Projects – High Tech scope
3. Outsource Call Center – National scope.
4. Customer Centricity Trainings – National scope
a. CEP Tooling
b. Closing gaps: CSS & NPS
c. Action Plan (DMAIC – 8D)
d. Onboarding new team members (buddy)
5. Support vertical.
a. Critical Service Escalations – High Tech scope

Tus habilidades y experencias

Bilingual: Spanish and English

Skills
• Customer-oriented person.
• Efficient collaboration with customers and internal stakeholders.
• Communication and negotiation skills with internal and external customers.
• Ability to take responsibility for efficient problem-solving.
• Ability to prioritize and manage time effectively.
• Knowledge in Customer Service trends and logistic services.
Knowledge and Experience
• +5 years of Customer Service operations or supply chain experience.
• At least 3 years of experience in positions of similar responsibility.
• Front-line Customer experience (preferred).
Customer experience
• Experience of at least 1 year tracking NPS and VOC metrics.
• Ability to identify customer needs and develop actions to help increase customer satisfaction.
• Experience in providing support to customers in B2B, B2C or E2E business models (preferred).
Projects management
• Experience in planning, coordinating, and supervising project phases to achieve planned objectives.
• Ability to coordinate and manage interaction with other teams and stakeholders.
• Ability to assign tasks, and resources, monitor progress, and make effective decisions to ensure successful delivery of the plan.

Por qué deberías unirte a nosotros

With over 76,000 employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world's leading logistics companies.As an employer, Kuehne+Nagel stands for equal opportunity, and we are committed to diversity in our teams with regard to people with disabilities. We believe that you can make a valuable contribution to Kuehne+Nagel and look forward to receiving your application.