Sea Logistics Customer Care Expert

1 week ago


Cape Town, South Africa Kuehne+Nagel Full time

We deliver high quality solutions to our customers and we are leaders in the logistics industry. Join us and become a part of our great team.
** Your Role **:Sea Logistics Customer Care Expert supports customers by providing helpful information, answering questions, and responding to complaints. To provide front line support for clients and customers and to ensure that customers are satisfied with products, services, and features. To be accountable for maintaining excellent service for our internal and external customers. They are account owner of house accounts (personally own an account portfolio).
** Your Responsibilities**:

- Customer Care and Satisfaction: to pro actively advise and consult to ensure customer satisfaction
- Shipment Management: Qualification and entry of customer orders into the operational execution process
Complaint Management
- Quotation Management: Qualification of customer inquiries, provide KN quotations and updates, set final selling price with individual adjustments within the given price band and in line with the national leeway in decision-making (front-line empowerment)
- Cost Management: Ensure that the correct supplier contracts are available and work on any cost disputes or under accruals.
- GP Management: Ensure that each customer has a rate profile in place and that the correct GP is recognized when closing shipment files.
- Customer Data Management: Maintenance and integration of customer data in the Kuehne Nagel systems
- Operational Customer Relationship Management: knowledge exchange with the sale; Establishment of an operative customer relationship (sales support)
- Reporting (creating, refining and reviewing reports)

**Your Skills and Experiences**:

- Matric, National Qualification and first university degree is an advantage
- No less than 3 years Perishable / Clearing and forwarding experience, with a strong focus on imports
- Communication & Conflict resolution skills
- Decision making & Problem solving skills
- Excellent Time Management skill, must have proven track record of meeting tight deadlines.
- Committed, Customer Orientated, Accountable
- Available after hours, Structured, Result Driven, Able to work independently, and make sound decisions
- Able to work under pressure, be proactive, self - initiative.



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