Sea Logistics Customer Care Professional

6 days ago

Québec, Quebec, Canada Kuehne+Nagel Full time

About the Role

This is a customer-focused position that requires the ability to build and develop long-term partnerships with internal and external partners, as well as the ability to listen, communicate, and provide solutions to customers.

Key Responsibilities

  • Provide proactive advice and consultancy to customers to ensure their satisfaction and loyalty.
  • Learn customers' business and needs to support their business goals by creating clear, open communication channels.
  • Promote proactive and consistent engagement with the Operational Care Centre (OCC) to transition customer information for flawless operations execution.
  • Ensure the quality of information transition to the OCC to reflect the level of quality each new customer expects from a premier organization.
  • Design the experience during implementation around the customers' business and day-to-day realities.
  • Understand standard specific shipping requirements and consistently offer best solutions while adapting to changes that may arise.
  • Facilitate customers' ability to obtain quotes for any business mode that is the best fit for that particular shipment.
  • Document communication rules of engagement that are led by the customer in defining the relationship.
  • Facilitate solutions with appropriate counterparts, follow up consistently, document issues to create a 360-degree view of the customer, and turn a negative experience into a positive one.
  • Become the resource of timely and relevant information that may impact customers' business to adjust planning, budgets, etc., to mitigate their risk.
  • Guide customers through Kuehne+Nagel's on-line tools that support their goals (efficiency, planning, visibility).
  • Document, investigate, and resolve customer concerns in a timely fashion.
  • Ensure that all GXP training is completed and all Pharmaceutical shipments are handled based on GXP requirements and compliance.
  • Understand and adhere to Kuehne+Nagel's QSHE processes and requirements as stipulated in SOP/WI.

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