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Customer Care Specialist - Air Logistics

August 6 2022
Categories Customer service, Customer Service, Call Centres, Transport, Logistics, Supply Chain, Purchasing
Richmond, BC
We are looking to hire a Customer Care Representative for our Air Logistics division based in Richmond.

Your Role

This is a customer focused role that requires the ability to build and develop long-term partnerships with all our internal and external partners, along with the keen ability to listen, communicate, transfer information, handle escalations and provide solutions.

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 OCC 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 any business mode that is the best fit for that particular shipment.
    • Understand what shipping milestones drive your customers' business, what exceptions matter most and gear visibility towards those ends.
    • 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; let the customer define the relationship but always ensure that we hold up our part of the partnership.
    • 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 visibility to customer feedback, requirements.
  • • 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.
    • Guide customers through Kuehne+Nagel's on-line tools that support their goals (i.e. efficiency, planning, visibility).
    • Pinpoint areas of improvement collaboratively with customers and facilitate improvement initiatives that are impactful.
  • • Develop a level of understanding for your customers' business to offer solutions with a holistic view of the customer.
    • Other tasks as may be assigned by the Company.

Your Skills and Experiences

• 3+ years Freight Forwarding or Logistics experience.
• Operational, clerical and/or administrative experience relative to freight traffic.
• Excellent communication skills (both oral and written).
• Good planning and organization skills; ability to multitask and be a self-starter.
• Ability to maintain focus work on multiple projects and deadlines.
• Dangerous Goods Regulations (DGR) certificate is considered an asset; CIFFA I + II certificates is considered an asset.
• Advanced computer skills, including full proficiency with Microsoft Office Suite (Advanced Excel).
• College diploma or University degree in business, Transportation Administration or International Commerce preferred.
• Proactive and customer focused, Import Customer Service experience an asset.
• Strong oral and written communication skills.
• Effective presentation and customer relations skills, with excellent listening skills.
• Outstanding organizational skills.
• Good analytical skills with attention to detail.
• Goal oriented, self-disciplined, and self-motivated to produce results.

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. Kuehne+Nagel’s general working model is four (4) days office and one (1) day remote. However, some positions may offer a different hybrid model depending on the job location, function, etc. The working schedule specific details will be discussed in your job interview. Kuehne+Nagel reserves the right to change or adjust the working model policy.

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