National Sea Logistics Customer Care Manager
hace 3 días
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.
**Your Role **:The Customer Care Manager is responsible for managing and continuously optimizing the Field Sales team and Customer Service team to provide customer excellence across a national scope. Their role is to support the Field Sales team and Customer Care team and to provide helpful information, answering questions and depending on the scenario to directly or indirectly support KN's response to complaints or the need for service improvement. To oversee the provision of front line support for clients and customers and to ensure that customers are satisfied with products, services, and features. It is expected to have a key role in business development, proximity with the customers and pipeline follow up assisting sales and Kuehne + Nagel Sea Logistics team to reach their targets.
**Your Responsibilities**:
- To provide leadership and direction to the Field Sales and Customer Care organization
- To take ownership and ensure the implementation of a Customer Care strategy
- To ensure close cooperation with national, cluster and regional Sea Logistics management as well as national operations Sea Logistics manager for optimized customer experience. Close contact with trade lane managers.
- To actively managing interfaces and information / knowledge exchange. Pipeline revision, erosion, attrition and reporting.
- To focus on continuous improvement on processes and controls aiming for consistent customer centricity
- To focus on customer retention engagement for Sea Logistics account portfolio
- To focus on customer satisfaction through high level of service quality
- To ensure service excellence by high level of forwarding and market knowledge.
- To work jointly with trade lane managers, branch managers and customer care managers in each country to develop new opportunities, up trending the business profitability.
**Your Skills and Experiences**:
- Supply Chain Management
- Sea Logistics experience
- Advanced English skills
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