Customer Care Specialist Air Logistics Schiphol-Rijk • Kuehne+Nagel

The customer care specialist is responsible for the daily execution and delivery of an exceptional customer experience, leading to consistent customer excellence and satisfaction. By regular and frequent direct interaction with our customers, the customer care specialist will have a clear understanding of customer requirements and expectations, as well their business development. In this role you will with pro-active customer communication and problem resolution, and in parallel with engagement of relevant stakeholders, ensure that customer needs are met efficiently and effectively. You are also responsible to focus on customer growth and maximizing profitability for your customer portfolio.

• As the customer care specialist owns the customer and with shipment ownership, he/she drives the most efficient way of file handling and availability of customer data and requirements in order for stakeholder teams to deliver according to customer expectations. At the same time, ensure regulatory and compliance adherence.
• Ensure consistent shipment monitoring and pro-active customer communication, and effectively handle and respond to customer feedback, complaints and escalations and ensure swift corrective actions.
• Ensure awareness of customer facing digital solutions and encourage the usage by our customers. Participate in training, as needed for up-to-date knowledge and promote Kuehne+Nagel portal usuage within his/her customer portfolio.
• When assigned to customer implementations, as either support or lead, bring active involvement and ensure participation by Operations, Revenue Care and Operations Optimization team, as required. And participate in Global Customer Implementation Methodology scalable trainings.
• The customer care specialist stay on top of customer retention and manage and develop customer growth. Drive maximization of profitability with a high focus on spot quotation execution and fast response time including fast follow up of spotquote with the customer to increase the hit ratio of spotquotes , and by upselling and promoting Kuehne+Nagel products. (S)he focuses on customer trends and ongoing Gross Profit analysis, as well as liasing with stakeholders responsible for procurement.

• You have at least 3 to 5 years of relevant experience within Air logistics freight forwarding;
• You are organisationally and administrative strong, can set priorities and separate main issues from side issues;
• Attention to detail and able to multitask;
• You have a customer- and service-oriented attitude in combination with a commercial mindset;
• You prefer to work in a fast-paced and dynamic environment and are able to prioritise and shift gears quickly;
• You have an excellent command of the English language, both verbally and in writing. Dutch is an asset;
• Strong communication and negotiations skills are present;
• You are available 40 hours per week, less is not possible.

We offer you a challenging position in a dynamic working environment in which development and progress are important. You will join an ambitious and energetic team. We work in a flexible working schedule whereas your private life- work balance is optimal. You will start with an annual contract, and if everyone is satisfied, resulting in a permanent employment afterwards. In addition to an marktconform salary, we also offer a good pension scheme and travel allowance. You will have 24 vacation days and 3.5 atv days and you have the option to buy additional days. Kuehne + Nagel is a good and reliable company, therefor a VOG + VGB is requested at the start.