Customer Service Representative

5 days ago

Karachi, Sindh, Pakistan Kuehne + Nagel AS Full time

You will play a pivotal role in driving customer satisfaction, retention, and reactivation by providing top-notch support, answering queries, and resolving complaints. Leveraging your expertise in forwarding and market knowledge, you will serve as the first point of contact for customers, ensuring seamless experiences with our products, services, and features.

Your Key Responsibilities

To foster close cooperation with Field Sales and the Operational Care Center (OCC) to drive customer engagement and satisfaction. To establish and strengthen operational relationships with customer contacts through daily interactions, regular care visits, and proactive advising and consulting to ensure customer satisfaction. To qualify customer inquiries and provide quotations within established price bands, adhering to guiding leeway in decision-making, then follow up to ensure quotations are accepted and closed. To support customer onboarding according to working instructions, ensuring inclusion and transfer of customer requirements into KN systems alongside the initial customer order. To qualify and enter customer orders into the operational execution process. To collaborate with Finance to adjust credit limits based on daily business development and coordinate measures in case of challenges. To document, resolve, and analyze all complaints, then identify, share, and eliminate root causes. To create, review, and refine customer reports. To deliver against all financial targets and strategic objectives.

Your Daily Tasks

You will begin each day by reviewing shipment status details and new customer orders for completeness. You will work closely with our operational care teams and/or other overseas offices to ensure all operational delivery tasks are achieved as per the customer promise. Every day will be different but will always focus on delivering exceptional customer experiences. During your day, you will interact regularly with your customers via different media to solve challenges, give advice while offering rates and options for future bookings. You will attend meetings with your colleagues to discuss our customer promise key performance measurements and brainstorm about options for improvements. Your analysis of your own customer portfolio against these measurements will be a critical input to each of these discussions.

Your Skills and Qualifications
  • Prior experience in the relevant field is essential.
  • Tech savviness is a must.
  • Relevant educational qualifications are required.

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