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Air logistics Aerospace Customer Care Specialist

Air logistics Aerospace Customer Care Specialist

Air logistics Aerospace Customer Care Specialist

Atlanta, GA

Job details

Job Type

We are looking for an Airfreight Customer Care Specialist to join our KN Atlanta team.

Your Role

The Airfreight Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with Kuehne + Nagel. Specifically, the Customer Care Specialist is part of a team within our CCL’s – Customer Care Locations, who are responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centers (OCC’s) have all of the necessary information (including systematic information) to be able to execute on our customer behalf.

Your Responsibilities

Customer Care and Satisfaction Mgt:
  • Pro-actively advise and consult Customers to ensure satisfaction

Shipment Performance Monitoring:
  • Monitoring Customer Shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stake-holders) in anticipation of a customer complaint.

Customer On-boarding:
  • Inclusion and transfer of customer requirements into the KN systems (including sold rates and other agreements) so that Operational Care Centers (OCCs) are clearly informed about Deliverables

Complaint Management:
  • Field Complaint Calls, and provide problem resolution in alignment with stakeholders

Quotation Management:
  • Qualification of customer inquiries, Provision of Quotations within corporate guidelines for pricing
  • Up-selling, and requisite follow up and closure

Operational Relationship Mgt:
  • Knowledge exchange with the sales and account mgt teams

Reporting and Performance Analysis:
  • Creating, refining and reviewing reports as needed including Performance analysis

Claims Management:
  • From reporting through to closure

Detailed Task:

•Maintain Real Time Visibility of our Customers’ Transactions in AirLOG by Updating Route Maps and following the Airfreight 2.0 Tag methodology.

  • Drive all elements of the customer into our core operating systems and tools by requesting Business Profile creation/updates, customer quotations into AirLOG/QTAir and requisite Customer Wiki page.
  • Monitor, prioritize and balance customer specific needs on a daily basis by answering queries and requests through multi-channel communication streams.
  • Monitor SSC performance related to Customer Care processes.
  • Collaborate with the Airfreight Process Manager to drive SSC and automation utilization related to Customer Care processes.
  • Timely escalation handling for SSC when assistance is needed for Customer Care processes.
  • Collaborate with K+N sales to develop customer specific work instructions and implement continuous improvement measures that ensure the overall health of our relationship with our customers.
  • Initiate and drive shipment deviation reviews (Customer: complaints, late deliveries/handovers, incorrect billing, etc.) and gap analysis with involved teams
  • Collaborate with the Operational Care Centre to ensure we deliver on our service commitment Customer KPI reports in order to communicate and assist the OCC in implementing corrective and preventative actions.
  • Collaborate with the Revenue Cost Centre to ensure all quotes, rates and agreements with the customer produce accurate and timely billing and maximize GP.
  • Complete Forwarder Sub Ledger closure of customer shipments using ACON and within the requirements as stipulated by our corporate financial goals (accuracy, timeliness).
  • Receive and submit final customer rate requests (Freightnet or the Pricing Team).
  • Additional responsibilities may be assigned at a later point.

Your Skills and Experiences

  • 2 Years of Experience in Air Logistics and Freight Forwarding
  • Analytical & Organizing skills
  • Communication & Conflict resolution skills.
  • Decision making & Problem solving skills, and the ability to work under time pressures is a must.
  • Time Management
  • Candidates shall have the ability to speak persuasively whilst demonstrating empathy, adaptability, and the use of positive language.
  • An ideal candidate must demonstrate self-control, patience, effective listening, attentiveness, and time management.
  • They must have willingness and drive to continuously improve.

Good Reasons to Join

We offer competitive compensation, a comprehensive benefits package, employee discounts, tuition reimbursement, excellent training programs and a highly dynamic global work environment.

Hiring Insights

Hiring for this role

• Mobile: NA

• Location: NA

• Post ID: 21893438

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