Air Logistics Customer Care Specialist

hace 2 semanas

Panamá, Panamá, Panamá Kuehne+Nagel A tiempo completo
You build and promote great relationships with colleagues, design customer experiences that inspire loyalty. You are the most important pillar of our success. You make the difference.
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Your Role :As Customer Service Specialist within the CCL, you will be responsible for ensuring operational excellence focus as well as serve to provide excellent customer service/support to KN's Pharmaceutical and Healthcare customer base (both existing, new and opportunity).. You will use your knowledge of Airfreight Forwarding, the KN PharmaChain product as well as GDP to help your customers with challenges they face on a daily basis, answer questions and investigating complaints (TIP/CAPA). Furthermore, you will use your knowledge on Kuehne-Nagel Products and service offerings to create innovative solutions to meet existing and potential customer needs. In this role, you are supported by the Customer Operations Specialist (OCC) team who will assist with the necessary operational, financial and administrative tasks. You will also work with the financial teams (RCC) to ensure that correct and timely invoicing is met to meet our customer's needs and requirements. As a member of the KN PharmaChain team, the Customer Care Specialist will also be required to maintain the correct level of training as outlined by the Station Lead. On the role of KN FreshChain, be responsible for ensuring that all export and import operations that occur in the branch are under the quality, safety and processes standards according to the guidelines and performance indicators (KPIs) established at global level. It will be responsible for guaranteeing the transport, handling of documents and information according to the request of the clients and under the premises of transit time and conditions that ensure that the transport and delivery of the goods in good conditions.

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Your Responsibilities:

  • Assist in the implementation of new customers, ensuring that all documents (SOP, Working Instructions, Credit setup, etc.) and system requirements (Business Profile, Accesses to our tools and platforms, Applicable quotations in QTAir, etc.) are properly created and in place created, so all customer requirements are met
  • Partner in logistics for your key clients and match the questions with the KN product offerings available (Products, KN FreightNet, KN Login, Industry Specific Services, etc.)
  • Understand the supply chain of our clients and work collaboratively to create solutions (be the consultant for any business related doubts to your customer)
  • Serve as escalation point in case of complaints and conduct root cause analysis on any deviations using KN systems (Corelog, NPS, TIP tool)
  • Receive instructions from the customer and transmit to other involved teams; and once information from other teams is available, transmit back to the customer properly (flight details, logistics options, request of green lights, special handling instructions, etc.)
  • You will be responsible for all financial related communication with the customer, when requested. This includes payment instructions, payment disputes, etc
  • Proactively follow up on shipments (tracking & recording milestones), both import and export and anticipate on potential problems, and you inform the client accordingly
  • Analyze performance data, plan and manage action plans for continuous improvement, by using all available tools (KPI results, Business intelligence reports)
  • Serve as the liaison between various internal departments (Warehouse, Procurement, Operations, Customs)
  • Have a proactive communication and a good rapport with your clients. You agree that having a good customer relation is key to achieve success
  • Receive the transport order, and you are responsible to deliver quotes if needed to your clients
  • Arrange pretransport in agreement with the client, anticipating on deadlines
  • Responsible for correct cost assessment and cost allocation with clients and look for optimizations where possible
  • Serve as the main contact for Claims. You should be able to receive, validate, analyze and follow up on every process involving a Customer cargo Claim until solved
  • Escalate issues which cannot be resolved to your Line Manager
  • Initiate all claims to Nacora
  • Ask for more business from our customer base; be able to identify additional needs, routes, and services from your customer and guide them to KN for additional business
  • Always be thinking long term; you should offer lasting solutions to our clients
  • Prepare and support internal and external audits
  • Adhere to Health and Safety requirements to provide a safe working environment
  • Understand and ensure compliance of the KN Quality Management System (QMS) in accordance with QSHE and Security procedures
  • Responsible for the Customer relationship shall determine the scope of services to be provided taking into consideration Customer requirements and demands

Your Skills and Experiences:

  • Bachelor's Degree in Business

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