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Join our dedicated Air Logistics Customer Care team in London and play a key role in the transportation of our customers’ goods on their journey across the globe, ensuring attention to detail and excellent customer service.
Your Role
The Customer Care Specialist will be part of a team within the Customer Care Location 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 have all of the necessary information to be able to execute on our customers behalf. The Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with Kuehne + Nagel, as well as documenting and investigating any deviations from the expected level of service provided.
All of these activities are to be executed via Customer Care systems. As a member of the Kuehne + Nagel Pharma Chain Team, the Customer Care Specialist will also be required to maintain the correct level of training as outlined by the Station Lead, ensure that all shipments are handled within GxP guidelines and any deviations are managed in-line with Kuehne + Nagel and customer expectations.
Your Responsibilities
Pro-actively advise and consult Customers to ensure satisfaction. Monitor 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 complaint
Document, investigate and conduct root cause analysis on any deviations using KN systems . Develop and on-board new customers and additional lanes of business from existing customers
Manage tasks through Business Process Automation tools and all related features such as task tags. Inclusion and transfer of customer requirements into the KN systems (including sold rates and other agreements) so that Operational Care Centres are clearly informed about Deliverables
Field Complaint Calls, and provide problem resolution in alignment with stakeholders. Qualification of customer inquiries, Provision of Quotations within corporate guidelines for pricing, Up-selling, and requisite follow up and closure.
Create, refine and review reports as needed including conducting Performance analysis with KN Systems.
Conduct claims management, from reporting through to closure
Knowledge exchange with the sales and account management teams.
Immediately report problems, disputes or discrepancies to Line Manager and document in case handling system.
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Your Skills and Experiences
Experience and excellent knowledge of Air Logistics
Proven experience in Pharma chain and GxP practices are preferred
Ability to work to the required operational quality standards both through own initiative as well as building strong relationships and collaborating with the team and stakeholders
Excellent time management and organisational skills with the ability to set priorities, fulfil critical tasks on time, keep to deadlines and pay close attention to detail.
Resilience to manage change, embrace new technologies and quickly understand and execute new processes
Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: HR.helpdesk@kuehne-nagel.com with the nature of your request. We will answer your inquiry within 24 hours.