Customer Care Specialist in Sea Logistics

7 days ago


Dongguan, Guangdong, China Kuehne+Nagel Full time
Job Overview

Your Role:

As a key member of our Customer Care Team, you will leverage your expertise and skills to enhance our commitment to Customer Excellence.

Your Responsibilities:

  1. Provide customers with valuable information, address inquiries, and manage complaints effectively.
  2. Utilize your extensive forwarding and market knowledge to deliver frontline support, ensuring customer satisfaction with our offerings.
  3. Drive customer engagement, satisfaction, retention, and reactivation in close collaboration with Field Sales and the Operational Care Center (OCC).
  4. Establish and nurture operational relationships with customer contacts through daily interactions, regular visits, and proactive consulting to enhance customer satisfaction.
  5. Assess customer inquiries and generate quotations within established price bands, following up to secure acceptance and closure.
  6. Facilitate customer onboarding according to established procedures, ensuring the integration of customer requirements into our systems alongside initial orders.
  7. Qualify and input customer orders into the operational execution workflow.
  8. Collaborate with the Finance team to adjust credit limits based on business developments and coordinate solutions for any challenges.
  9. Document, resolve, and analyze all complaints, identifying and addressing root causes to prevent recurrence.
  10. Create, review, and refine customer reports to support decision-making.
  11. Ensure achievement of all financial targets and strategic objectives.

This role is essential in maintaining our high standards of customer service and operational excellence.



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