Customer Care Expert Key Accounts

We are rapidly growing and are now looking forward to welcome new colleagues to our team. The Key Accounts Customer Care Expert is responsible for ensuring that our customers have a positive experience one each and every time they engage with Kuehne + Nagel.
YOUR ROLE
In your role, you support our key accounts by proactively providing helpful information, answering questions, and responding to challenges. Build and maintain the relationship with the customer, develop strong processes, solve problems and act as an advisor for the customer. You coordinate the shipments worldwide with all the teams globally involved and take care of the administration, making sure that all requirements from the customer are fulfilled. This position is critical for ensuring we provide the highest levels of operational support to our key accounts. You will work towards process improvements with a focus on operational excellence.
YOUR RESPONSIBILITIES
Build and maintain a strong customer relationship, be their trusted advisor.
Develop and maintain in depth knowledge of customer’s business and associated supply chain requirements
Monitor the shipments from booking till delivery in order to provide proactive updates to customers and intervene when needed.
Ensure the customer is satisfied and has a positive customer experience.
Ensure that the updates are available in our internal and external platforms for visibility at all times.
Handle the request and complaints from the customer in a timely manner through multi-channel communication streams.
Be the escalation point for the customer and their issues. Do root cause analysis and drive resolution/ corrective actions.
Collaborate with the K+N offices globally to ensure we are fulfilling our service commitment by analyzing customer KPI reports in order to communicate and assist the teams in implementing corrective and preventative actions.
Manage customer rate requests via the internal and / or external channels
Maintenance of Tariffs/Rate sheet, including requesting of, validation of and inclusion of new rate requests.
Collaborate with the Revenue Cost Centre to ensure all quotes, rates and agreements with the customer produce accurate and timely billing and maximize GP (incl. Cost entry).
Ensure the business profile is up to date and maintain the SOPs for the key accounts
Manage Claims from reporting through to closure
Collaborate with the various team members to implement continuous improvement measures that ensures the overall health of our relationship with our key accounts
Support with input and feedback for MBRs/QBRs with customer and internal stakeholders.
Prepare for and participate/lead operational customer meetings/reviews (example: weekly performance meetings)

YOUR SKILLS AND EXPERIENCES
Candidates should have +5 years freight forwarding experience (preferably with customer facing experience)
Proven experience in Air logistics
Be proactive and customer focused. Active listener with excellent communication skills.
Be self-confident, well organized and be proactive to overcome challenges timely.
Have strong oral and written communication skills
Being able to work under pressure and dealing with several challenges at the same time is needed
You need to have strong analytical skills, ability to work efficiently and accurately.
Willingness to continuously improve and grow yourself as well as the customers
Advanced computer skills, including full proficiency with Microsoft Office

GOOD REASONS TO JOIN
You will be part of the world’s leading logistics provider, where you will have the opportunity to impact the business by delivering and providing best-in-class solutions to our customers. You will join a highly dedicated and competent team in a dynamic and social work environment. At Kuehne + Nagel, we are committed to continuously developing our employees to meet extraordinary goals. In return for your performance, we offer an exciting and pivotal role with a wide range of development opportunities in a global and market-leading logistics company #LI-Remote
ABOUT KUEHNE+NAGEL
With over 74000 employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world’s leading logistics companies.
As an employer, Kuehne+Nagel stands for equal opportunity and we are committed to diversity in our teams with regard to people with disabilities. We believe that you can make a valuable contribution to Kuehne+Nagel and look forward to receiving your application.