Sea Logistics Customer Care Specialist

How you create impact

• Deliver customer engagement, satisfaction, retention and reactivation in close cooperation with Field Sales and the Operational Care team/field team to establish and strengthen operational relations with customers
• Establish and strengthen operational relation to customer contact(s) through daily interactions, regular visits, pro-actively advising to ensure customer satisfaction
• Ensure that all existing customers are called regularly and all emails are handled as KN Service Moments cases
• Ensure all interactions are logged in CRM system (Customer Relationship Management system -CoreLog)
• Ensure delivery against all financial targets and strategic objectives
• Ensure prompt pricing and manage end-to-end spot quotes, and capturing of all rebates in SeaQuote
• Support customers in increasing their automation of customers using the eTouch Automation dashboard, in collaboration with the operational care team
• Ensuring high proficiency in K+N applications and eTouch tools through training, empowers our customer care team to effectively offer these tools to our customers
• Completion of the Customer Profile (CP), (Business Profile) and Standard Operating Procedure (SOP) after the initial customer meeting
• Monitor exceptions through the CCL Dashboard and identify process improvement opportunities
• Monitoring customer profitability and maximize Gross Profit (GP) on customer level
• Identify financial risks and collaborate with stakeholders to develop mitigation strategies so to ensure that customer profitability does not decline
• Monitor and follow up on accounts receivable overdue aging so to raise with the customer and ensure bad debts are minimized.

What we would like you to bring

• Experience in freight forwarding desired of 2-5 years, ideally in Sea Logistics
• Initial experience in decision making and problem-solving skills
• First experience in financial acumen and decision-making
• Fluent in local language and advanced English proficiency (written and verbal)
• Degree / Diploma in Freight forwarding – Preferred*
• Strong collaboration skills and team-oriented mindset
• Initial expertise in customer management, ensuring engagement and satisfaction throughout the customer lifecycle
• Advanced communication skills with the ability to convey ideas effectively to different stakeholders
• Highly customer-oriented mindset, focused on delivering solutions that meet changing needs
• Openness to change and continuous improvement efforts to enhance processes and customer satisfaction
• Proactive and solutions-focused with a focus on optimizing customer experience