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Air Logistics Customer Care Specialist

Company: Kuehne Nagel
Location: Torrance
Posted on: October 10, 2021

Job Description:

Our branch is Torrance, CA is in search for an experience freight forwarding professional to join the Airfreight Customer Care team.

Your Role

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. Specifically, the Customer Care Specialist is part of a team within our CCL’s – Customer Care Locations, who are 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 Centers (OCC’s) have all of the necessary information (including systematic information) to be able to execute on our customer behalf.

Your Responsibilities

  • Maintain Real Time Visibility of our Customers’ Transactions in AirLOG by Updating Route Maps and following the Airfreight 2.0 Tag methodology.
  • Drive all elements of the customer into our core operating systems and tools by requesting Business Profile creation/updates, customer quotations into AirLOG/QTAir and requisite Customer Wiki page.
  • Monitor, prioritize and balance customer specific needs on a daily basis by answering queries and requests through multi channel communication streams.
  • Monitor SSC performance related to Customer Care processes.
  • Collaborate with the Airfreight Process Manager to drive SSC and automation utilization related to Customer Care processes.
  • Timely escalation handling for SSC when assistance is needed for Customer Care processes.
  • Collaborate with K+N sales to develop customer specific work instructions and implement continuous improvement measures that ensures the overall health of our relationship with our customers.
  • Collaborate with the Operational Care Centre to ensure we deliver on our service commitment by analyzing Customer KPI reports in order to communicate and assist the OCC in implementing corrective and preventative actions.
  • Collaborate with the Revenue Cost Centre to ensure all quotes, rates and agreements with the customer produce accurate and timely billing and maximize GP.
  • Complete Forwardering Sub Ledger closure of customer shipments using ACON and within the requirements as stipulated by our corporate financial goals (accuracy, timeliness).
  • Receive and submit final customer rate requests (Freightnet or the Pricing Team).

Your Skills and Experiences

-    In depth knowledge of import procedures
-    Ability to be profit conscious
-    Ability to work with demanding deadlines
-    Excellent communication skills, both verbal and written
-    Ability to work independently as well as part of a team
-    Ability to establish priorities and accomplish multiple tasks, must be organized
-    Must be detail oriented, thorough and accurate and have the ability to efficiently solve problems
-    Strong PC skills
-    Proven analytical and problem solving skills
-    Work effectively via phone, fax, e-mail. Good planning and organization skills; ability to multitask and be a self-starter

Good Reasons to Join

We offer competitive compensation, a comprehensive benefits package, employee discounts, tuition reimbursement, excellent training programs and a highly dynamic global work environment.

Keywords: Kuehne Nagel, Torrance , Air Logistics Customer Care Specialist, Other , Torrance, California

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