Sea Logistics Customer Care Specialist in Melbourne, Australia

As a Sea Logistics Customer Care Specialist at Kuehne + Nagel Australia, you’ll ensure customer satisfaction by providing helpful information, answering questions, and collaborating with sales and operations teams to retain your customer portfolio.

Your Role

You will support customers by providing helpful information, answering questions, + responding to complaints.
Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure customer satisfaction with our products, services + features.

Your Responsibilities

• To drive customer engagement, satisfaction, retention + reactivation in close cooperation with Field Sales and the Operational Care Center (OCC).

• To establish + strengthen operational relation to customer contact(s) through daily interactions, regular care visits + pro-actively advising + consulting to ensure customer satisfaction.

• To qualify customer inquiries + provide quotations within the given price band, in line with the guiding leeway in decision-making, then following up to ensure quotations are accepted + closed.

• To support customer onboarding in line with working instructions, ensuring inclusion + transfer of customer requirements into the KN systems alongside the (initial) customer order.

• To qualify + enter customer orders into the operational execution process.

• To collaborate with Finance to adjust credit limits based on daily business development + coordinate measures in case of challenges.

• To document, resolve, analyze all complaints + then identify, share + eliminate root causes.

• To create, review + refine customer reports.

• To ensure delivery against all financial targets + strategic objectives.

Your Skills and Experiences

• Minimum of 5 years of direct experience in the relevant field and industry.

• Strong commercial acumen with excellent stakeholder management skills.

• Open and adaptable to change, capable of thriving in a dynamic environment.

• Experience with Dangerous Goods (DG) and refrigerated (reefer) logistics is advantageous.

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.