Summary
Date Posted: Tuesday, November 05 2024, Base Salary: Not Disclosed

JOB DETAILS:
We deliver high quality solutions to our customers and we are leaders in the logistics industry. Join us and become a part of our great team.

Your Role
Fully dedicated to Sea logistics operations whether imports or Exports, He / She is responsible for the said portfolio profitability & is accountable for customer GP (Gross Profit) performance and cost management. The Sea Logistics Customer Care Specialist is responsible and provides front line support for customers and ensures that customers are satisfied with Kuehne+Nagel’s operations & customer service and also acts as the main driver for Kuehne+Nagel’s customer experience.

Your Responsibilities
Financial responsibilities:
• To be accountable & responsible for the customer portfolio profitability.
• Accountable for on time invoicing, invoicing accuracy & FSL (File sub-ledger) management.
• Show ownership when it comes to costs & supplier management, provide the best service at the best costs.
• Responsible to ensure correct GP (Gross Profit) & contract filings in place.
• To be responsible for claim processing & claim management.
Operations & Digitalization:
• Coordinating third parties, logistics vendors including transporters, customs and other government agencies.
• Responsible to analyse root cause of service deviations & to identify solutions for operational inefficiencies.
• Responsible to identify operational inefficiencies and develop solutions to address them.
• To support the drive hand in hand with the National Sea Logistics Systems and Processes Manager for optimal system utilization & operational digitalization OCC (Operational Care Centre) outsourcing, system automation.
• To actively manage interfaces and information / knowledge exchanges between the CCL (Customer care Location) and OCC (Operational Care Centre) teams.
• Focus on the continuous improvement of processes and controls, aiming for consistent customer centricity.

Customer & Employee experience:
• To provide front line support for clients and to ensure that customers are satisfied with products, services, and overall Kuehne+Nagel Experience.
• Meet customers every quarter physically as a minimum.
• Communicating with the port operations team and following up of shipment status to provide updates to the customer.
• Responding to customer day to day requests in timely, professional and customer centric fashion.
• Customer On boarding: Inclusion and transfer of customer requirements into the company systems.
• Responsible & accountable for customer SOP (standard operating procedures) implementation & reviews with the sales representative.
• Maintenance of Salog system business Profile & internal operations and billing work instructions.
• Quotation Management: Qualification of customer inquiries in CoreLoG system, provide company quotations through QTSEA (quotation tool). Responsible for the maintenance of validity for rate cards/quotations.
• Negotiate & set final selling price in line within the given price range agreed with the pricing team.
• Accountable for high DQ (Data Quality) in the context of BP (Business Profile) and CoreLoG system.
• Operational knowledge exchange with the sales to establish an operative customer relationship (sales support) & optimal customer onboarding.
• Accountable to communicate on any changes (fuel rates, ocean rate & operational) with the customer.
• To focus on customer engagement & retention of the allocated customer portfolio.
• Ensure to attend regular face to face customer meetings & drive the team to visit customers quarterly.
• Meet customers every quarter physically as a minimum.

Your Skills And Experiences
• Minimum Bachelors / First University Degree in Business Related course from a reputable academic institution
• Preferred 2-5 years’ experience in freight forwarding environment
• Excellent communication skills & team player
• Excellent computer skills
• Curious & willingness to learn outside of your comfort zone.
• Active communicator, special attention to detail & structured mindset.
• Excellent interpersonal and customer service skills.
• Conflict & problem-solving skills.
• Ability to prioritize & make decisions.
• Fluent in English and Kiswahili

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
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