Openings 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 

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Your Role

Pricing Specialist focus is on offering competitive pricing packages to both internal and external customers, KN Kenya Excellence Manager while liaising with Nbo FA. Securing new business opportunities in tandem with the set targets. Maintaining an excellent rapport with the airlines is key in an effort to obtain the best possible deals in the market to make us competitive and subsequent winners.

Your Responsibilities

• Proactively provide value-adding solutions through assessment of customer requests and requirements versus best practice.
• Set up and maintain net rates database for major and reliable carriers every quarter.
• Ensuring QT Air local requirements/guidelines and rates are correct and up to date.
• Ensure timely and detailed hand over to (AI operations team) of business secured.
• Obtain best practice information from KN network and share with Nbo FA
• Acknowledge all price and rate requests on time
• Validate adherence to standards and pricing instructions.
• Define and set up internal local rates (local charges) in the system and perform regular sanity checks in case of rate changes etc.

Your Skills and Experiences

• Having commercial mindset and working knowledge of incoterms and payment terms
• Strong project management skills and ability to cope with multiple bids simultaneously
• Very strong communication and negotiation skills with a positive attitude
• Commercial acumen/experience/capabilities
• Ability to work on own initiative and as part of a team and to be able to work under pressure
• Customer focused with a proactive attitude
• Strong problem-solving mentality
• Think outside the box mentality