Customer Care Specialist - San José, Costa Rica - Kuehne+Nagel

Kuehne+Nagel

Empresa verificada

San José, Costa Rica

hace 1 semana

Publicado por:

Andrea Rodríguez

beBee Recruiter

Descripción

You build and promote great relationships with colleagues, design customer experiences that inspire loyalty. You are the most important pillar of our success. You make the difference.
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Your Role :As Customer Service Specialist within the CCL, you will be responsible for ensuring operational excellence focus well as serve as provide excellent customer service/support to KN's Pharmaceutical and Healthcare customer base (both existing, new and opportunity).

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Your Responsibilities:

Assist in the implementation of new customers, ensuring that all documents (SOP, Working Instructions, Credit setup, etc.) and system requirements (Business Profile, Accesses to our tools and platforms, Applicable quotations in QTAir, etc.) are properly created and in place created, so all customer requirements are met.
Partner in logistics for your key clients and match the questions with the KN product offerings available (Products, KN FreightNet, KN Login, Industry Specific Services, etc.).
Understand the supply chain of our clients and work collaboratively to create solutions (be the consultant for any business related doubts to your customer).
Serve as escalation point in case of complaints and conduct root cause analysis on any deviations using KN systems (Corelog, NPS, TIP tool).
Receive instructions from the customer and transmit to other involved teams; and once information from other teams is available, transmit back to the customer properly (flight details, logistics options, request of greenlights, special handling instructions, etc.).
You will be responsible for all financial related communication with the customer, when requested. This includes payment instructions, payment disputes, etc.
Proactively follow up on shipments (tracking & recording milestones), both import and export and anticipate on potential problems, and you inform the client accordingly.
Analyze performance data, plan and manage action plans for continuous improvement, by using all available tools (KPI results, Business intelligence reports)
Serve as the liaison between various internal departments (Warehouse, Procurement, Operations, Customs);

Your Skills and Experiences:

Air Logistics Knowledge
Customer Relationship Management
Customer Service
Networking Skills
Operational knowledge
Professional communication (speaking, writing, presentation, Zoom)
Existing knowledge of the Pharma and Healthcare industry and associated regulatory requirements.(GxP and DG awareness)
Basic knowledge of Perishable cargo handlin

About Kuehne+Nagel

With over 80,000 employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world's leading logistics companies.

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