You will be part of our Air Logistics team, adding your expertise + skills to the delivery of customer excellence.
Your Role You are responsible to support our customers by providing helpful information, answering queries + resolving complaints. Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure customer satisfaction with our products, services + features. Your Responsibilities
To drive customer engagement, satisfaction, retention + reactivation in close cooperation with the Field Sales + Operational Care Center (OCC).
To establish + strengthen operational relation to customer contact(s) through engaging interactions, regular care visits + pro-active advisory + consulting to drive customer excellence.
To qualify customer inquiries + provide quotations within the given price band, in line with the guiding principle in decision-making, then following up to ensure quotations are accepted + closed.
To support customer onboarding in line with working instructions, ensuring inclusion + transfer of customer requirements into the KN systems alongside the (initial) customer order.
To collaborate with Finance + Revenue Care Center (RCC) to adjust credit limits based on daily business development + coordinate measures in case of challenges.
To document, resolve, analyze all complaints and feedback then identify, share + eliminate root causes.
To prepare, review + refine customer reports.
To document, resolve, analyze all complaints, then identify, share + eliminate root causes.
Your Skills and Experiences
Good Communication Skills
Hands on knowledge and Experience in Freight Forwarding
4 to 7 years' experience in Air Logistics Customer Service
