Your Role
The Air Logistics Perishable Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with Kuehne+Nagel. Specifically, the Air Logistics Perishable Customer Care Specialist is part of a team within our Customer Care Locations, who are responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centres have all of the necessary information (including systematic information) to be able to execute on our customer behalf.
Your Responsibilities
Collecting data in terms of expected volumes from our customers.
Arranging booking reservation with relevant airlines depending on forecast received from customers in KapLog.
Updating customers on status of their requests and when confirmed forward booking confirmations and details.
Inserting customer details on SaLog system to generate Master Air Waybill, House Airway Bill.
Preparing weekly flight bookings in KapLog.
Preparing an updated daily booking for the day indicating confirmed capacity Unit Loadable Deviceagainst booked capacity in KapLog.
Updating platform staff on expected deliveries from concerned customers.
Sending out pre-alerts to customers from KapLog on the day of the shipments with information on expected departure and arrival times.
Confirming flights departures – Status 1300 on SaLog and KapLog in line with data quality.
Confirming physical documents for all shipments are on board the aircraft.
Collecting and updating the bookings for the next day / whole week before end of shift in KapLog.
Coordinating with the line managers on planning for peak periods.
Arranging and requesting for Master Airway Bill stock from respective Airlines.
Controlling the stock once issued.
Ensure that all KapLog tasks are completed at the end of the shift.
Pro-actively advise and consult Customers to ensure satisfaction.
Monitoring Customer Shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stakeholders) in anticipation of a customer complaint.
Inclusion and transfer of customer requirements into the Kuehne + Nagel systems (including sold rates and other agreements) so that Operational Care Centres are clearly informed about Deliverables.
Field Complaint calls and provide problem resolution in alignment with stakeholders.
Qualification of customer inquiries, Provision of Quotations within corporate guidelines for pricing, Up-selling, and requisite follow up and closure.
Knowledge exchange with the sales and account management teams.
Analysis, creating, refining and reviewing reports as needed including Performance analysis.
Your Skills and Experiences
Degree in Supply Chain Management
2-5 years' experience in Air Logistics Operations.
Good knowledge of Air Logistics Industry.
Excellent communication, planning and organizational skills.
Strong interpersonal skills and a good team player.
Keen on details, agile, ability to learn quickly and open minded.
Problem Solver.
Customer oriented - Building strong relationships with clients to ensure efficient Air Cargo operations.
Ability to work long hours when the job demands.