Offer summary

Qualifications:

Strong knowledge of air logistics and forwarding processes., Excellent communication and customer service skills., Ability to analyze and resolve customer complaints effectively., Experience in collaborating with internal and external stakeholders..

Key responsibilities:

Provide front line support to customers by answering queries and resolving complaints.

Drive customer engagement and satisfaction in cooperation with sales and operational teams.

Qualify customer inquiries and provide accurate quotations, ensuring follow-up for acceptance.

Document and analyze customer feedback to identify and eliminate root causes of issues.

Job description

You will be part of our Air Logistics team, adding your expertise + skills to the delivery of customer excellence.

Your Role

You are responsible to support our customers by providing helpful information, answering queries + resolving complaints. Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure customer satisfaction with our products, services + features. You will do this by working with a variety of internal + external stakeholders while focusing on the following key objectives.  To drive customer engagement, satisfaction, retention + reactivation in close cooperation with the Field Sales + Operational Care Center (OCC).  To establish + strengthen operational relation to customer contact(s) through engaging interactions, regular care visits + pro-active advisory + consulting to drive customer excellence.  To qualify customer inquiries + provide quotations within the given price band, in line with the guiding principle in decision-making, then following up to ensure quotations are accepted + closed.  To support customer onboarding in line with working instructions, ensuring inclusion + transfer of customer requirements into the KN systems alongside the (initial) customer order.  To collaborate with Finance + Revenue Care Center (RCC) to adjust credit limits based on daily business development + coordinate measures in case of challenges.  To document, resolve, analyze all complaints and feedback then identify, share + eliminate root causes.  To prepare, review + refine customer reports.  To document, resolve, analyze all complaints, then identify, share + eliminate root causes.

Your Responsibilities

You are responsible to support our customers by providing helpful information, answering queries + resolving

complaints.

Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure

customer satisfaction with our products, services + features.

You will do this by working with a variety of internal + external stakeholders while focusing on the following key

objectives.

 To drive customer engagement, satisfaction, retention + reactivation in close cooperation with the Field

Sales + Operational Care Center (OCC).

 To establish + strengthen operational relation to customer contact(s) through engaging interactions,

regular care visits + pro-active advisory + consulting to drive customer excellence.

 To qualify customer inquiries + provide quotations within the given price band, in line with the guiding

principle in decision-making, then following up to ensure quotations are accepted + closed.

 To support customer onboarding in line with working instructions, ensuring inclusion + transfer of

customer requirements into the KN systems alongside the (initial) customer order.

 To collaborate with Finance + Revenue Care Center (RCC) to adjust credit limits based on daily business

development + coordinate measures in case of challenges.

 To document, resolve, analyze all complaints and feedback then identify, share + eliminate root causes.

 To prepare, review + refine customer reports.

 To document, resolve, analyze all complaints, then identify, share + eliminate root causes.

Required profile