Sea Logistics Customer Care Specialist – Export FS-CE

Would you like to launch your career with one of the most successful logistics organizations worldwide? Here at Kuehne+Nagel, our Vancouver, British Columbia site, is looking for a new Customer Care Specialist to join our Sea Logistics team.

Your Role

As the Sea Logistics Customer Care Specialist, you are responsible for ensuring that our customers have a positive experience each time they engage with Kuehne+Nagel. You will be responsible for proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centers have all the necessary information, including systematic information, to be able to execute on our customer behalf. You will report to the Sea Logistics Customer Care Manager

Your Responsibilities

• Learn about what drives your customers’ business and how to support their current and future business goals by creating clear, open communication channels
• Promote pro-active and consistent engagement with the Operational Care Centre (OCC) to transition customer information for flawless operations execution
• Ensure quality of information transition to the Operational Care Centre to reflect the level of quality each new customer expects from a premier organization
• Ensure that the experience during implementation is designed around the customers’ business and day-to-day realities
• Understand standard specific shipping requirements and consistently offer best solutions but be quick to adapt to changes that may arise and affect “normal” shipping patterns
• Efficiently facilitate your customers ability to obtain quotes for sea logistics export that is the best fit for that particular shipment
• Document clear rules of engagement with counterparts with the end goal of producing an overall high level of quality to support specific business requirements customer by customer
• Document communication rules of engagement that are led by the customer and let the customer define the relationship
• As a customer focused organization it is imperative to consistently check the pulse of your customers’ level of satisfaction, how we can do more and ensure viability to customer feedback requirements and communication for specific client service requests
• Maintain an open-minded approach when faced with customer issues, facilitate solutions with appropriate counterparts, follow up consistently (internally and externally), document issues to create a 360 degree view of the customer with the ultimate goal to turn a negative experience into a positive experience for the customer
• Become the resource of timely and relevant information that may impact your customers’ business to adjust planning, budgets, etc., to mitigate their risk
• Pinpoint areas of improvement collaboratively with customers and facilitate improvement initiatives that are impactful
• Identification of down trading or lost business recently quoted, obtain feedback on rates from client and carriers
• Supervise, evaluate and lead the Customer Care Representatives in Vancouver

If you require an accommodation for the recruitment /interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Your Skills and Experiences

• Diploma/Degree in supply chain management or similar field
• 3+ years of Sea Logistics Imports and Freight Forwarding experience
• Excellent communication skills (both oral and written)
• Advanced computer skills, including full proficiency with Microsoft Office Suite (Advanced Excel)

Good Reasons to Join

At Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. The target salary range for this position is between $56,000 and $66,000. Base salary is part of a competitive total rewards package that includes health and dental benefits, a retirement savings plan, and tuition reimbursement. Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data. #LI-HYBRID

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