Global Air Logistics Customer Care Representative

1 month ago


Shanghai, Shanghai, China Kuehne+Nagel Full time
Air Logistics Customer Care Specialist

We are looking for a skilled professional to join our Customer Care Team in Shanghai, China.

This role involves supporting customers by providing helpful information, answering queries, and resolving complaints. Utilizing your strong forwarding and market knowledge, you will provide front-line support for customers to ensure customer satisfaction with our products, services, and features.

Key Objectives:

  • To drive customer engagement, satisfaction, retention, and reactivation in close cooperation with the Field Sales and Operational Care Center (OCC).
  • To establish and strengthen operational relations to customer contacts through engaging interactions, regular care visits, and proactive advisory and consulting to drive customer excellence.
  • To qualify customer inquiries and provide quotations within the given price band, following the guiding principle in decision-making and ensuring quotations are accepted and closed.
  • To support customer onboarding in line with working instructions, ensuring inclusion and transfer of customer requirements into the KN systems alongside the initial customer order.
  • To collaborate with Finance and Revenue Care Center (RCC) to adjust credit limits based on daily business development and coordinate measures in case of challenges.
  • To document, resolve, analyze all complaints and feedback, identify, share, and eliminate root causes.
  • To prepare, review, and refine customer reports.

You will be part of a team-based environment that offers professional development opportunities and international exposure. To succeed in this role, you need to have strong time management skills, along with customer and stakeholder relationships.

The ideal candidate has demonstrated skills in consultative selling in the supply chain solutions. As an added benefit, you will gain access to professional development opportunities and international exposure.

Salary Estimate: The estimated salary for this position is 120,000 - 180,000 CNY per year, depending on experience and qualifications.



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