Job Description
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
