Sea Logistics Customer Care Supervisor at Kuehne + Nagel

Your Role

Sea Logistics Customer Care Expert supports customers by providing helpful information, answering questions, and responding to complaints. • To provide front line support for clients and customers and to ensure that customers are satisfied with products, services, and features. • To be accountable for maintaining excellent service for our internal and external customers. • They are account owner of house accounts (personally own an account portfolio). • He/she can manage Customer Care teams (team-leaders, expert, and specialist).

Your Responsibilities

• Customer Care and Satisfaction: to pro actively advise and consult to ensure customer satisfaction
• Shipment Management: Qualification and entry of customer orders into the operational execution process
  Complaint Management
• Quotation Management: Qualification of customer inquiries, provide  Kuehne+Nagel  quotations and updates, set final selling price with individual adjustments within the given price band and in line with the national leeway in decision-making (front-line empowerment)
• Customer On boarding: Inclusion and transfer of customer requirements into the Kuehne+Nagel systems; Accompanying (initial) customer order
• Customer Data Management: Maintenance and integration of customer data in the Kuehne+Nagel  systems
• Operational Customer Relationship Management: knowledge exchange with the sale; Establishment of an operative customer relationship (sales support)
• Reporting (creating, refining and reviewing reports)
• He/she can manage Customer Care teams (team-leaders, expert, and specialist).

Your Skills and Experiences

• Persuasive speaking, empathy, adaptability, ability to use positive language, clear communication, self-control,
• Taking responsibility, patience, effective listening, attentiveness, time management,
• Willingness to improve and thick skin are the top customer service attributes a representative needs.
• Analytical & Organizing skills.
• Communication & Conflict resolution skills
• Decision making & Problem solving skills
• Time management
• Proactive person, decision-making and problem solving skills
• Fluent knowledge of English language