Sea Logistics Export Customer Care Specialist

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Job description

We have a fantastic opportunity for an Sea Logistics Export Customer Care Specialist to join our team in Liverpool #SeaLogisticsYour RoleThe Sea Logistics Export Customer Care Specialist will be part of a team within the Customer Care Location (CCL) responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centres (OCC's) have all of the necessary information (including systematic information) to be able to execute on our customer behalfYour ResponsibilitiesEnsure all requests carried out to the pre-set service levels and standard procedures, in a timely manner, in line with the KPI requirementsFocus on improving customer satisfaction by delivering high quality services to be evidenced via our NPS customer thermometerEnsure service excellence by leveraging a high level of forwarding and market knowledgeMonitor customer shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stake-holders) in anticipation of a customer complaintDocument, investigate and conduct root cause analysis on any deviations using KN systems (CoreLog, NPS)Manage tasks through Business Process Automation tools (BPA) and all related features such as task tagsInclusion and transfer of customer requirements into the KN systems (including sold rates and other agreements) so that Operational Care Centres (OCCs) are clearly informed about deliverablesField complaint calls and provide problem resolution in alignment with stakeholdersYour Skills and ExperiencesExperience in either freight forwarding or transport planning with key focus on Sea Logistics.Experience in Sea Logistics Import OperationsStrong customer service orientation and an ability to communicate effectively and confidently and with an approachable nature.Excellent organisational skills, strong interpersonal skills with the ability to problem solve.Strong affinity with required customer quality standards and able to work on own initiative as well as building strong relationships and collaborating with the team.Excellent time management skills, able to set priorities, fulfil critical tasks in time and keep to deadlines. You'll also be persistent and able to manage change and embrace new technologies.Ability to understand and execute new processes.Excellent knowledge of MS office, specifically ExcelGood Reasons to JoinIf you would like to become a valued member of our team then we will also make sure that you're rewarded for your commitment and expertise. We are offering a competitive salary and 23 days holiday plus bank holidays. You will also have the opportunity to join the contributory Kuehne+Nagel pension plan and benefit from our Route 2 Rewards scheme which offers discounts and savings on a wide range of high street or internet goods and services.