Job Description

We are looking to hire a Customer Care Specialist for our Sea Logistics division based in Mississauga.

YOUR ROLE

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

YOUR RESPONSIBILITIES

• Learn about what drives your customers' business and how to support their current and future business goals by creating clear, open communication channels.
• Promote pro-active and consistent engagement with the Operational Care Centre (OCC) to transition customer information for flawless operations execution.
• Ensure quality of information transition to the OCC to reflect the level of quality each new customer expects from a premier organization.
• Ensure that the experience during implementation is designed around the customers' business and day-to-day realities.
• Understand standard specific shipping requirements and consistently offer best solutions but be quick to adapt to changes that may arise and affect "normal" shipping patterns.
• Efficiently facilitate your customers ability to obtain quotes for any business mode that is the best fit for that particular shipment.
• Understand what shipping milestones drive your customers' business, what exceptions matter most and gear visibility towards those ends.
• Document clear rules of engagement with counterparts with the end goal of producing an overall high level of quality to support specific business requirements customer by customer.
• Document communication rules of engagement that are led by the customer; let the customer define the relationship but always ensure that we hold up our part of the partnership.
• As a customer focused organization it is imperative to consistently check the pulse of your customers' level of satisfaction, how we can do more and ensure viability to customer feedback requirements and communication for specific client service requests.
• Maintain an open-minded approach when faced with customer issues, facilitate solutions with appropriate counterparts, follow up consistently (internally and externally), document issues to create a 360 degree view of the customer with the ultimate goal to turn a negative experience into a positive experience for the customer.
• Become the resource of timely and relevant information that may impact your customers' business to adjust planning, budgets, etc., to mitigate their risk.
• Guide customers through Kuehne+Nagel's on-line tools that support their goals (ie. efficiency, planning, visibility).
• Pinpoint areas of improvement collaboratively with customers and facilitate improvement initiatives that are impactful.
• Develop a level of understanding for your customers' business to offer solutions with a wholistic view of the customer.

YOUR SKILLS AND EXPERIENCES

• 3+ years’ experience in the Freight Forwarding business.
• Operational, clerical and/or administrative experience relative to freight traffic.
• Excellent communication skills (both oral and written).
• Good planning and organization skills; ability to multitask and be a self-starter.
• Ability to maintain focus work on multiple projects and deadlines.
• Dangerous Goods Regulations (DGR) certificate is considered an asset; CIFFA I + II certificates is considered an asset.
• Advanced computer skills, including full proficiency with Microsoft Office Suite (Advanced Excel).
• College diploma or University degree in business, Transportation Administration or International Commerce preferred.
• Proactive and customer focused, Export Customer Service experience an asset.
• Strong oral and written communication skills.
• Effective presentation and customer relations skills, with excellent listening skills.
• Outstanding organizational skills.
• Good analytical skills with attention to detail.
• Goal oriented, self-disciplined, and self-motivated to produce results.
• Ability to work well in a fast paced environment.
• Excellent problem solving skills.

GOOD REASONS TO JOIN

We offer competitive compensation, a comprehensive benefits package, employee discounts, tuition reimbursement, excellent training programs and a highly dynamic global work environment. Kuehne+Nagel's general working model is four (4) days office and one (1) day remote. However, some positions may offer a different hybrid model depending on the job location, function, etc. The working schedule specific details will be discussed in your job interview. Kuehne+Nagel reserves the right to change or adjust the working model policy.