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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