Air Logistics Healthcare Customer Care Specialist

Kuehne + Nagel • Bensenville, IL

132d • $28 - $31

About The Position

It's more than a job When you work in Freight Logistics and Operations at Kuehne+Nagel, you play a key role in optimising processes and ensuring that inventory and shipments move efficiently. But that is not all. Your work also helps ensure that vital medicines reach patients on time and supports other essential deliveries, from wind turbines to semiconductors. At Kuehne+Nagel, our contribution counts in more ways than we imagine. The Air freight 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.

Requirements

• Degree or Diploma in Freight Forwarding (or related field)
• Minimum of 1 year of experience in air logistics and freight forwarding operations
• Strong analytical and organizational skills
• Effective communication and conflict resolution abilities
• Sound decision-making and problem-solving capabilities
• Excellent time management and ability to work under pressure
• Persuasive speaking skills with empathy and adaptability
• Positive language use and active listening
• Demonstrates patience, self-control, and attentiveness
• Willingness and drive for continuous improvement
• Fluent in local language
• Intermediate proficiency in English

Responsibilities

• Pro-actively advise and consult Customers to ensure satisfaction
• Monitoring Customer Shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stake-holders) in anticipation of a customer complaint.
• Inclusion and transfer of customer requirements into the KN systems (including sold rates and other agreements) so that Operational Care Centers (OCCs) are clearly informed about Deliverables
• Field Complaint Calls, and provide problem resolution in alignment with stakeholders
• Qualification of customer inquiries, Provision of Quotations within corporate guidelines for pricing
• Up-selling, and requisite follow up and closure
• Knowledge exchange with the sales and account mgt teams
• Creating, refining and reviewing reports as needed including Performance analysis
• Maintain Real Time Visibility of our Customers' Transactions in AirLOG by Updating Route Maps and following the Air freight 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 Air freight 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 ensure the overall health of our relationship with our customers.
• Initiate and drive shipment deviation reviews (Customer: complaints, late deliveries/handovers, incorrect billing, etc.) and gap analysis with involved teams
• Collaborate with the Operational Care Centre to ensure we deliver on our service commitment
• 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 Forwarder Sub Ledger closure of customer shipments accuracy and timeliness.
• Receive and submit final customer rate requests (Freightnet or the Pricing Team).
• Additional responsibilities may be assigned at a later point.

Benefits

• Salary is between $28.84 to $31.24.
• Base wage is part of a competitive total rewards package that includes health and welfare benefits.
• 401k retirement savings plan.
• Tuition reimbursement.
• Incentive compensation for eligible roles.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Support Activities for Transportation
• Education Level: Bachelor's degree