Air Logistics Customer Care Specialist

JOB DESCRIPTION If you wish to further develop your career with one of the most successful logistics organizations we are looking for a new Customer Care Specialist. This is an excellent opportunity to join our Air Logistics team in Bucharest.

Your Role

The Customer Care Specialist is responsible for the daily execution and delivery of an exceptional customer experience, leading to consistent customer excellence and satisfaction. By regular and frequent direct interaction with our customers, the Customer Care Specialist will have a clear understanding of customer requirements and expectations, as well as their business developments. The Customer Care Specialist will with pro-active customer communication and problem resolution, and in parallel with engagement of relevant stakeholders, ensure that customer needs are met efficiently and effectively. Along with a strong focus on customer growth and maximizing profitability.

Your Responsibilities

• Act as the first point of contact for our customers and partners
• With shipment ownership, drive the most efficient way of file handling and availability of customer data and requirements, in order for stakeholder teams to deliver according to customer expectations. At the same time, ensure regulatory and compliance adherence.
• Ensure consistent shipment monitoring and pro-active customer communication, and effectively handle and respond to customer feedback, complaints and escalations, and ensure swift corrective actions.
• Ensure awareness of customer facing digital solutions and encourage usage by our customers. Participate in trainings, as needed, for up-to-date knowledge.
• When assigned to customer implementations, as either support or lead, bring active involvement and ensure participation by OCC / RCC / OM, as required. And participate in GCIM Scalable trainings.
• Manage and develop customer growth and stay on top of customer retention
• Drive maximization of profitability with a high focus on spot quotation execution and fast response time, and by upselling and promoting KN products. And on-going GP analysis, as well as liaising with stakeholders responsible for procurement.

Your Skills and Experiences

We are looking for people with 2+ years freight forwarding experience, strong knowledge of Air Logistics (import and export) processes, as well as :