Freight Forwarding Operations Specialist

2 weeks ago

Hong Kong Island, Hong Kong SAR China Kuehne + Nagel AS Full time

We are looking for an experienced Customer Service Key Account Manager - Logistics to join our team at Kuehne + Nagel AS. As a key member of our team, you will be responsible for maintaining and expanding relationships with strategically important customers.

This role requires a dynamic and customer-centric individual who can manage the operational aspects of key accounts, ensuring high levels of customer satisfaction that ultimately lead to retention and growth. The successful candidate will work closely with various internal teams to deliver seamless service and solutions tailored to client needs.

  • Serve as the main point of contact for assigned key accounts, ensuring client needs are met efficiently.
  • Establish and maintain strong, long-lasting relationships with customers through regular communication, meetings, and feedback sessions. Regularly engage to better understand customer requirements, establish trust, and serve as escalation contact.
  • Clarify, negotiate if needed, and formalize operational requirements with the customer.
  • Increase customer satisfaction and loyalty through the design and implementation of customer-specific solutions.
  • Act on customers' behalf to articulate needs and requirements to the greater Kuehne + Nagel operational organization.
  • Regularly engage with customers to understand operational processes and challenges and serve as escalation contact. Work closely to ensure a cohesive approach to account management.
  • Negotiate and formalize customer Key Performance Indicators in cooperation with GKAM, Network KAM, and Business Field Management.
  • Develop and present data related to KPI performance, projects, and any other relevant operational matters during customers' Business Reviews on country/global level as required; assist GKAM/Network KAM in preparation of Business Review presentations.

The ideal candidate should have a strong understanding of forwarder logistics import and export operations, including systems and processes as related to security protocols. A minimum of 5 years of freight forwarding or transportation experience and a college degree in logistics, management, or a related field are also essential for success in this role.

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