• Ensure all requests carried out to the pre-set service levels and standard procedures, in a timely manner, in line with the KPI requirements;
• Focus on improving customer satisfaction by delivering high quality services to be evidenced via our customer feedback tool;
• Ensure service excellence by leveraging a high level of forwarding and market knowledge;
• Monitor customer shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stakeholders) in anticipation of a customer complaint;
• Document, investigate and conduct root cause analysis on any deviations using Kuehne+Nagel systems;
• Manage tasks through Business Process Automation tools (BPA) and all related features such as task tags;
• Inclusion and transfer of customer requirements into the Kuehne+Nagel systems (including sold rates and other agreements) so that Operational Care Centres (OCCs) are clearly informed about deliverables;
• Field complaint calls and provide problem resolution in alignment with stakeholders.
• Strong customer service orientation and able to communicate effectively;
• Demonstrate excellent organisational skills and strong interpersonal skills as well problem solving skills;
• Ability to work on own initiative and as part of a team – achieve deadlines and be a teamplayer;
• Experience in either freight forwarding or transport planning with key focus on Sea Logistics – minimum 2 years of work experience (recent graduates in a logistic studies are also welcome);
• Excellent knowledge of MS office features, especially Excel;
• Proficient knowledge and experience using GT Nexus and SALOG system;
• Ability to cope with change and embrace new technologies, demonstrate adaptability to change.