Customer Care Specialist, Sea Logistics
Kuehne Nagel
Auckland, Auckland, New Zealand
1d ago

We are on the hunt for a Customer Care Specialist to deliver Customer Excellence and Service to your own portfolio of clients!

Your Role

Reporting to the Customer Care Supervisor, you will support customers by providing information, answering questions, and responding to any complaints received.

Utilizing your strong forwarding + market knowledge, you will provide front line support for clients to ensure customer satisfaction with our products, services and features.

Your Responsibilities

We are on the hunt for a Customer Care Specialist to deliver Customer Excellence and Service to your own portfolio of clients!

Reporting to the Customer Care Supervisor, you will support customers by providing information, answering questions, and responding to any complaints received.

Utilizing your strong forwarding + market knowledge, you will provide front line support for clients to ensure customer satisfaction with our products, services and features.

  • Your core tasks and responsibilities will include;
  • Driving 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 Skills & Experience;
  • A minimum of 2 years freight forwarding experience
  • Exposure to in depth Customer Service & Seafreight Operations processes within a freight forwarding environment
  • Sound technology literacy including Microsoft suite.
  • Strong organisational skills including the ability to prioritise tasks, effective time management + a high level of accuracy & speed
  • Excellent communication skills both written and verbal
  • Ability to think outside the square and solve problems
  • Why work for us?

  • We are proud to be a company that values the contribution our employees bring, and as such we provide some fantastic employee benefits;
  • Fully subsidised health insurance for yourself and immediate family (dependent on visa status)
  • 24 / 7 Gym membership
  • Access to confidential EAP services
  • Access to training, learning and development opportunities as well as career progression in a successful global organisation
  • Flu vaccinations, birthday cakes, social club events, Christmas function / gift and more!
  • Please note - we will only accept applications from those with current NZ working rights.
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