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Sea Logistics Customer Care Expert

2 months ago

Malaysia Kuehne + Nagel AS Full time

You will be joining our Customer Care Team to add your expertise + skills to the delivery of Customer Excellence.

Your Role You will support customers by providing helpful information, answering questions, + responding to complaints. Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure customer satisfaction with our products, services + features. Your Responsibilities
  • 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 qualify + enter customer orders into the operational execution process.
  • To collaborate with Finance to adjust credit limits based on daily business development + coordinate measures in case of challenges.
  • To document, resolve, analyze all complaints + 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
  • Your strong focus on customer + stakeholder relationships along with your strong time management will be key to your success.
  • You have been selected for this role because of your knowledge across our operations + because you possess the key attributes we are looking for in a Customer Care Specialist:
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