Sea Logistics Customer Care Specialist

Baltimore, MD
Oct 23, 2021
Oct 25, 2021
Full Time
Come join the Sea Logistics Customer Care team in our Baltimore BranchYour RoleThe Sea Logistics Customer Care Specialist supports Customers, external & internal, by providing helpful information, solutions, answering questions and responding timely and effectively, to the Customer's requests & concerns. They are the Customer advocate towards the US Operational Care Center and overseas Customer Care Locations to help ensure that Customers are satisfied with the Products & Services provided and their Customer Promise is fulfilled.Your ResponsibilitiesCustomer Care and Satisfaction: Proactive advice and consultancy, ensuring Customer satisfactionShipment Management Qualification and entry of Customer orders into Operational processComplaint ManagementSupport Customer Development & MaintenanceClose cooperation with Branch & Area management as well as Sea Logistics operations (OCC) for an enhanced customer experienceProfit Maximization - avoid additional costs & expenses due to internal service failureFinancial Excellence & DevelopmentQuotation Management: Qualification of Customer inquiries, provide KN 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)Familiarization with KN Products & systems, ie Customer myKN, KN Login/ESP, CoreLOGCustomer onboarding: Inclusion and transfer of customer requirements into KN systems (Business & Customer profile)Customer Data Management: Maintenance and integration of customer data in the KN SystemsCustomer Relationship Management: Knowledge Exchange with SalesEstablishing and building Customer relationships (Sales support)Reporting (refining and reviewing Customer requested reports generated from KN Systems)Care & Follow up on first orders & document Customer FeedbackActively participate in regular KN Team community based activitiesSelf-DevelopmentHave fun & stay engagedYour Skills and ExperiencesCandidates should have 3 years freight forwarding experience, ideally in Sea ImportsKnowledge of Kuehne + Nagel in-house systems (CIEL, SALOG, ACON, KN Login) an advantageAbility to work on own initiative and as part of a teamTo be prepared to learn all aspects of the team's work with desire and ability to provide cover and assistance on a regular basisAbility to work efficiently and accuratelyExcellent communication skillsCustomer focus with proactive attitudeCandidate should process a desire to progress within the team demonstrating the ability to take on more responsibility in time.Good Reasons to JoinWe offer competitive compensation, a comprehensive benefits package, employee discounts, tuition reimbursement, excellent training programs and a highly dynamic global work environment