Customer Care Representative – Sea Logistics | Kuehne+Nagel

Job Detail

  • Job ID 81197
  • Remote Possible Remote

Job Description

Within our Sea Logistics department, which is headquartered in Kitchener, Waterloo, we are looking to fill the position of Customer Care Representative.

Your Role

This is a customer-focused role that requires the ability to build and develop long-term partnerships with all of our internal and external partners, as well as the keen ability to listen, communicate, transfer information, handle escalations, and provide solutions. In addition, this role requires the keen ability to provide solutions.

Your Responsibilities

  • Find out what motivates your clients to do business with you and figure out how you can assist their present and future business goals by developing communication channels that are transparent and open.
  • Foster an engagement that is both proactive and consistent with the Operational Care Centre (OCC) in order to seamlessly convert client information for the sake of operations execution.
  • It is imperative that the quality of the information that is transferred to the OCC reflects the level of quality that each new client anticipates receiving from a leading company.
  • Make sure that the business and day-to-day reality of the customers are taken into consideration while designing the experience that the customers will have during the deployment.
  • Understand the precise requirements for standard delivery and constantly offer the best solutions, but also be fast to react to changes that may occur and alter “typical” shipping patterns.
  • Make it easy for your customers to receive price estimates for any commercial means of transport that is the most appropriate for the shipment in question, and do it in an efficient manner.
  • Learn which delivery milestones are most important to your clients’ businesses, which exceptions are of the utmost importance, and adjust your visibility settings accordingly.
  • To achieve the ultimate goal of providing an overall high level of quality to support unique business requirements customer by customer, it is necessary to document explicit norms of engagement with counterparts in order to achieve this goal.
  • Allow the client to define the nature of the connection, but at all times make sure that we are living up to our end of the partnership agreement by documenting communication rules of engagement that are driven by the client.
  • As a company that places a strong emphasis on the satisfaction of its clients, it is essential to conduct regular polls to gauge the level of contentment of those clients, determine how we can improve the level of service we provide, and make sure that feedback requirements and client service communication are clearly visible.
  • Maintain an open mind when confronted with customer issues, facilitate solutions with appropriate counterparts, follow up consistently (both internally and externally), and document issues to create a 360-degree view of the customer with the end goal of transforming a negative experience for the customer into a positive experience for the customer.
  • Establish yourself as a source of timely and pertinent information that may have an influence on the businesses of your clients so that they can alter their planning, budgeting, etc. to reduce their risk.
  • Educate consumers about how KN’s online resources can help them achieve their objectives (ie. efficiency, planning, visibility).
  • Together with the clients, you should identify areas that may be improved, and then you should assist improvement activities that have an impact.
  • Gain an awareness of the nature of the business conducted by your clients so that you may provide solutions that take into account the customer in its entirety.


Your Knowledge and Previous Experiences

  • Three years’ worth of experience in freight forwarding.
  • Excellent communication abilities both orally and in writing
  • Excellent written and verbal English communication skills.
  • Tools made by Microsoft (excel, word, outlook).
  • Minimum Highschool Degree.
  • The Canadian International Freight Forwarders Certificate (CIFFA) and the Canadian Cargo Specialists Certificate are preferred.
  • Preferred Bachelor’s or Master’s Degree in International Business, Transportation, or Logistics; Diploma in Related Field Also Accepted.
  • Excellent verbal and written communication skills are required.
  • Capacity to perform well in environments characterised by high pressure and rapid change.
  • Effective at juggling multiple responsibilities with only minimal oversight.
  • Solutions driven.
  • Organizational skills.
  • Time Management.
  • Positivity, patience and empathy, and the ability to trust are all essential qualities.


Reasons Why You Should Sign Up

We provide great training programmes, competitive salaries, a comprehensive benefits package, employee discounts, tuition reimbursement, and a very dynamic and international working environment.

Required skills

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