You build and promote great relationships with colleagues, design customer experiences that inspire loyalty. You are the most important pillar of our success. You make the difference.
- ** Your Role **:As Customer Service Specialist within the CCL, you will be responsible for ensuring operational excellence focus as well as serve to provide excellent customer service/support to KN's Pharmaceutical and Healthcare customer base (both existing, new and opportunity).. You will use your knowledge of Airfreight Forwarding, the HealthChain product as well as GDP to help your customers with challenges they face on a daily basis, answer questions and investigating complaints (TIP/CAPA). Furthermore, you will use your knowledge on Kuehne-Nagel Products and service offerings to create innovative solutions to meet existing and potential customer needs. In this role, you are supported by the Customer Operations Specialist (OCC) team who will assist with the necessary operational, financial and administrative tasks. You will also work with the financial teams (RCC) to ensure that correct and timely invoicing is met to meet our customer's needs and requirements.
- ** Your Responsibilities**:
- Assist in the implementation of new customers, ensuring that all documents (SOP, Working Instructions, Credit setup, etc.) and system requirements (Business Profile, Accesses to our tools and platforms, Applicable quotations in QTAir, etc.) are properly created and in place created, so all customer requirements are met;
- Partner in logistics for your key clients and match the questions with the KN product offerings available;
- Understand the supply chain of our clients and work collaboratively to create solutions (be the consultant for any business related doubts to your customer);
- Serve as escalation point in case of complaints and conduct root cause analysis on any deviations using KN systems;
- Receive instructions from the customer and transmit to other involved teams; and once information from other teams is available, transmit back to the customer properly (flight details, logistics options, request of greenlights, special handling instructions, etc.);
- You will be responsible for all financial related communication with the customer, when requested. This includes payment instructions, payment disputes, etc;
- Proactively follow up on shipments (tracking & recording milestones), both import and export and anticipate on potential problems, and you inform the client accordingly;
- Analyze performance data, plan and manage action plans for continuous improvement, by using all available tools (KPI results, Business intelligence reports);
- Serve as the liaison between various internal departments (Warehouse, Procurement, Operations, Customs);
- Have a proactive communication and a good rapport with your clients. You agree that having a good customer relation is key to achieve success.
**Your Skills and Experiences**:
- Air Logistics Knowledge.
- Customer Relationship Management.
- Customer Service.
- Networking Skills.
- Operational knowledge.
- Professional communication.
- Tariffs & Pricing.
- Existing knowledge of the Healthcare industry and associated regulatory requirements.
**Good Reasons to Join **:At Kuehne+Nagel, we are committed to matching that excitement with a company culture that puts people first. You can expect excellent training programs, a competitive compensation, tuition reimbursements, employee discounts, benefits package and more. We are one of the world's leading logistics companies with offices worldwide. With us, you not only land your next job, but an opportunity for a career. Join us now!**A propos de Kuehne+Nagel***
Mit mehr als 80,000 Mitarbeitern an mehr als 1.300 Standorten in über 100 Ländern zählt Kühne+Nagel zu den global führenden Logistikdienstleistern.
Kühne+Nagel steht als Arbeitgeber für Chancengleichheit und wir engagieren uns auch im Hinblick auf Personen mit Behinderung für Diversität in unseren Teams. Wir glauben, dass Sie einen wertvollen Beitrag zu Kühne+Nagel leisten können und freuen uns auf Ihre Bewerbung.
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