Air Logistics Customer Care Specialist FA-CC

2 months ago

Hong Kong, Hong Kong SAR China Kuehne Nagel Full time
You will be part of our Air Logistics team, adding your expertise + skills to the delivery of customer excellence. Your Role You are responsible to support our customers by providing helpful information, answering queries + resolving complaints. Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure customer satisfaction with our products, services + features. You will do this by working with a variety of internal + external stakeholders while focusing on the following key objectives. Your Responsibilities
  • To drive customer engagement, satisfaction, retention + reactivation in close cooperation with the Field
    Sales + Operational Care Center (OCC).
  • To establish + strengthen operational relation to customer contact(s) through engaging interactions,
    regular care visits + pro-active advisory + consulting to drive customer excellence.
  • To qualify customer inquiries + provide quotations within the given price band, in line with the guiding
    principle 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 collaborate with Finance + Revenue Care Center (RCC) to adjust credit limits based on daily business
    development + coordinate measures in case of challenges.
  • To document, resolve, analyze all complaints and feedback then identify, share + eliminate root causes.
    To prepare, review + refine customer reports.
  • To document, resolve, analyze all complaints, then identify, share + eliminate root causes.
Your Skills and Experiences
  • It is preferred who had key account management experience in airfreight.
  • Your strong time management skills, along with your customer + stakeholder relationships will be the key to your success.
  • You have been selected for this role for your knowledge across our operations, products + services; because you possess the key attributes we are looking for.
Good Reasons to Join We are looking for individuals who have demonstrated skills in consultative selling in the supply chain solutions. In return, you will gain access to professional development opportunities and international exposure in a team-based environment. To find out why Kuehne+Nagel is the best place for a successful professional career, start a conversation with us and click apply today

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