Sea Logistics Customer Care Specialist

The Sea Logistics Customer Care Expert plays a key role in supporting customers by providing accurate information, addressing inquiries, and resolving concerns. This role is accountable for delivering excellent service to both internal and external stakeholders. Additionally, they manage a personal portfolio of house accounts as an account owner, maintaining strong customer relationships and driving engagement.

How you create impact

• Deliver customer engagement, satisfaction, retention and reactivation in close cooperation with Field Sales and the Operational Care Center (OCC) 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 (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 OCC
• Ensuring a high proficiency in KN applications and eTouch tools through training empowers our CCL 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

Hard Skills

• Experience in freight forwarding, ideally in Sea Logistics
• Advanced 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)

Soft Skills

• Strong collaboration skills and team-oriented mindset
• Advanced expertise in customer management, ensuring engagement and satisfaction throughout the customer lifecycle
• Strong 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