National Customer Care Manager- Sea logistics

☞ Kuehne+Nagel

Ver: 101

Dia de atualização: 06-05-2024

Localização: Gurgaon Haryana

Categoria: Outro Consultoria / Atendimento ao Cliente Transporte / Logística / Armazém

Indústria: Transportation Logistics

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Conteúdo do emprego

You will be leading, directing and optimizing the national customer care team to continuously provide customer excellence and sustainable growth across your scope of responsibility. Utilizing your strong forwarding + market knowledge, you will drive service improvement activities to ensure customer satisfaction with our products, services and features

Your Role

You will be leading, directing and optimizing the national customer care team to continuously provide customer excellence and sustainable growth across your scope of responsibility. Utilizing your strong forwarding + market knowledge, you will drive service improvement activities to ensure customer satisfaction with our products, services and features

Your Responsibilities

  • To provide leadership and direction to the national Customer Care organization
  • Ensure your organization is adequately resourced and all team members are equipped with a solid understanding of the market/forwarding in general and deep knowledge of Kuehne + Nagel products, systems and processes in specific
  • To ensure prospects are identified, qualified and nurtured through the sales pipeline
  • To own, monitor and drive all sales activities of the field sales and inside sales organization
  • Be actively involved in the generation of sustainable new business
  • To ensure best-in-class customer onboarding
  • To set up, maintain and continuously improve on customer reporting for SME customers
  • To focus on continuous improvement of processes and controls ensuring complete and correct customer contact data, service data and changes in KN systems
  • To actively manage interfaces and the exchange of information + knowledge with your team and other stakeholders involved to ensure effective and efficient shipment management
  • To focus on continuous improvement of processes and controls aiming for consistent delivery against the customer promise
  • To govern customer complaint management process allowing for timely resolution + continuous improvement to prevent recurrence
  • To focus on customer engagement, satisfaction, retention + reactivation through high levels of service quality and close collaboration with senior customer relations (both operationally and commercially)
  • To ensure close cooperation with national Sea Logistics management as well as the national Sea Logistics operational care manager for optimized customer experience
  • To ensure delivery against all financial targets and strategic objectives across all CCL’s
  • Act in compliance with all KN policies, guidelines and regulations
  • Take up additional tasks and responsibilities as mutually agreed with your direct manager

Your Skills and Experiences

  • Minimum graduate from a recognized industry
  • Knowledge of KN operations, products, services and processes
  • Customer Relationship Management
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Data limite: 20-06-2024

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