Air Logistics Customer Care Specialist

The core purpose of the Customer Care Specialist and their responsibility is to:

• Grow, retain and serve the customer through commercial, local customer ownership while maximizing profitability.

The Customer Care Specialist is to deliver excellence in every local interaction and thereby, elevating the customer experience across all touchpoints.

Main responsibilities:

You will be the main point of contact for your local, assigned customers, proactively owning the following elements and taking full responsibility for their experience with K+N:

• Customer experience, delivering service and satisfaction to the highest level
• Customer Growth, retention and serving the local customer with all their requirements
• Maximising Customer Profitability

The above will be achieved for your local customer by being responsible for owning the and executing proactively these daily activities:

Commercial Management:

• Lead and manage customer growth & retention analysis and actions
• Upselling of K+N services and products to support customer requirements
• Spot quotation execution and follow up
• Own the profitability management to support resolution of bad debt issues

Relationships & Communication:

• Commercial communication incl. customer promise impact
• Bookings clarification communication
• Shipment update and deviation communication

Customer Promise Monitoring:

• Deliver overall transit time and commercial conditions as promised

Onboarding & Fulfilment:

• Lead or support the onboarding of new customers via our Implementation processes
• Creation of the shipment file and completion of the shipment file preparation
• Guide and ensure the customer is meeting our compliance and regulation standards

Customer System Maintenance:

• Manage and maintain accurate data within the Customer’s Business Profile
• Ensuring a healthy credit limit is maintained
• Have valid and accurate rates loaded into our systems in a timely manner

Despite Management:

• Manage all customer complaints and claims with empathy through to resolution
• Raise and follow the correct Internal escalation path where applicable
• Ensure all claims are accurately logged in our claims portal system
  

At least two years of experience in Air Logistics

Commercial Mindset

Customer Communication & Escalation

Customer Service & Relationship Management

Air Logistics Shipment Execution & Monitoring (Import/Export)

Analytical & Organizing Skills (MS Office & Data Handling)

KN (Customer facing) Digital Tools Usage

Freight Forwarding Regulations & Compliance awareness

GCIM Air Logistics

Knowledge of KN Systems

Self-Driven Performance: Proactively takes full initiative in shaping their own personal performance with a self-driven mindset, consistently meeting and exceeding Global Air Logistics standards and metrics

Customer-Centric Mindset: Places the customer at the core of all actions, demonstrating empathy and understanding of customer needs, consistently striving to deliver an exceptional customer experience and satisfaction whilst building a strong partner relationship. Maintains a relentless drive to improve customer satisfaction alongside strategic business outcomes

Commercial Acumen: Owning the local customer relationship to manage their growth and retention, identify upselling opportunities, and deliver value-added solutions. Facilitate spot quotations with proactive follow-ups whilst maximizing profitability with an entrepreneurial approach

Collaborative Communication: Demonstrates strong interpersonal skills to foster alignment across internal teams and departments leading to deliver overall customer satisfaction

Solution-Oriented Approach: Focuses on resolving customer issues effectively while balancing customer service excellence with customer profitability