Sea Logistics Customer Care Specialist - Durban, South Africa - Kuehne+Nagel
Description
We deliver high quality solutions to our customers and we are leaders in the logistics industry. Join us and become a part of our great team.-
Your Role :Customer Care Expert
- Sea Imports supports customers by providing helpful information, answering questions, and responding to complaints. To provide front line support for 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).
Your Responsibilities:
- Customer Care and Satisfaction: Combine your operational know how and customer service skills along with your business acumen to proactively address and resolve customer requirement leaving the customer with a rewarding customer experience
- Shipment Management: Qualification and processing of customer orders into the operational execution process, and management of endtoend process with regular inter action with international office, suppliers, service provider and to provide proactive updates to the customer on a regular basis
- 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 decisionmaking (frontline empowerment)
- Cost Management: Ensure that the correct supplier contracts are available and work on any cost disputes or under accruals proactively
- GP Management: Ensure that each customer has a rate profile in place and that the correct GP is recognized when preparing and closing shipment files for invoicing. Ensuring that received cost, expenses are checked and processed into the system to ensure the files are profitable and that all losses has been mitigated to avoid any writeoff.
- Customer On boarding and Retention: Inclusion and transfer of customer requirements (SOP) 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)
- Monthly reporting (creating, refining and reviewing reports) and feedback to customers
Your Skills and Experiences:
- Have 23 years experience in Sea Logistics including customer servicing
- Sea-Log Experience 12 years
- KN Login Experience
- Computer Literate (Microsoft Word, Excel, Sea-Log, CIEL, KN Login)
- Knowledge of Sea Logistics Processes
- Strong Analytical and analysis skills
- Excellent communication and organizational skills
- Ability to work under pressure & meet deadlines
About Kuehne+Nagel
With over 80,000 employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world's leading logistics companies.
CONTACT
Carmel Sapud
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