Sea Logistics Customer Care Specialist

Join our dedicated Sea Logistics Customer Care team in Glasgow and play a key role in the transportation of our customers’ goods on their journey across the globe, ensuring attention to detail and excellent customer service.

Your Role

As a Customer Care Specialist, you will play a key role in our Sea Logistics department. Through direct contact with our customer you will be responsible for providing and excellent level of customer care while and ensuring that the Operational Care team have all the information necessary to deliver the operation service expected by your customer. You will work closely with your Customer Care, Operational Care and Sales colleagues and make sure the customer requirements are noted and the customer gets the update regarding the progress of their shipment.

Your Responsibilities

• Focus on improving customer satisfaction by delivering high quality services to be evidenced via our Net Promoter Score customer thermometer
• Ensure service excellence through a high level of forwarding and market knowledge, ensuring all requests are carried out to the agreed service levels, procedures and Key Performance Indicators
• Monitor customer shipments and provide proactive updates to customers and proactively solve problems to ensure customer satisfaction
• Document, investigate and conduct root cause analysis on any deviations using Kuehne+Nagel systems and manage tasks through Business Process Automation tools
• Inclusion and transfer of customer requirements into the Kuehne+Nagel systems.
• Handling all customer inquiries with a high level of customer service, in line with Kuehne+Nagel guidelines and procedures including the provision of problem resolution to complaints in alignment with stakeholders
• Create, refine and review reports as needed including conducting performance analysis with Kuehne+Nagel Systems and conduct claims management, from reporting through to closure
• Ensure compliance with company, industry and legal standards is adhered to across the function; this incorporates Quality, Security, Health & Safety and Environment standards

Your Skills And Experiences

• Experience in either freight forwarding or transport planning with key focus on Sea Logistics.
• Strong customer service orientation and an ability to communicate effectively and confidently with a range of stakeholders
• Excellent organisational skills, strong interpersonal skills with the ability to problem solve
• Ability to work to the required customer quality standards and both through own initiative as well as building strong relationships and collaborating with the team
• Excellent time management skills with the ability to set priorities, fulfil critical tasks in time and keep to deadlines.
• Resilience to manage change, embrace new technologies and quickly understand and execute new processes
• Excellent knowledge of MS office, specifically Excel

Good Reasons to Join

If you would like to become a valued member of our team, we will make sure that you’re rewarded for your commitment and expertise. You can join the contributory Kuehne+Nagel pension plan and enjoy our Route 2 Rewards scheme which offers everything from discounts, benefit information, recognition and its own wellbeing centre. We care for our colleagues (and their immediate family) with our employee assistance programme providing access to 24/7 GP, legal and financial advice along with mental health counselling. All of this to help you live a happier and healthier life. As proud holders of the Gold Covenant, we are a forces-friendly employer who recognise the skills, expertise and value service leavers bring to our organisation. GB13863