Job Information
Kuehne+Nagel Project Logistics Customer Excellence Specialist in Brisbane, Australia
Your primary objective will be to organize + supervise the transport of all orders, ensuring a high level of customer excellence. Your role is to provide helpful information, answering questions + responding to complaints while ensuring the profitability of orders, correct invoicing + data quality.
Your Role
We want to be the best company to work for + with. You will play a key role in driving customer excellence. Start your day by reviewing customer requests; are we competitive both commercially + technically in order to attract them in line with our pricing strategy? Consult with your internal + external subcontractors to ensure customer opportunities are well pursued with competitive proposals in line with our capabilities. Ensure that new customers are being on-boarded in compliance with our customer excellence process + that we are delivering as promised to our customers. On a regular basis, consult with key stakeholders + customers to review progress, ensuring a focus on continuous improvement + high customer retention rates.
Your Responsibilities
To make all suitable + relevant arrangements for shipment handling independently (not limited to heavylift + oversized cargo) via air, sea, barge, charters etc. ensuring key performance indicators are met.
To ensure an accurate level of data quality, ensuring that all systems are kept up to date promptly.
To ensure accurate + timely production of relevant documentation (including but not limited toimport/export declarations, customs clearance, MES declarations).
To prepare spot quotations, data for tender documents + actively participate in commercial support.
To complete all tasks + administration relating to local services such as trucking, warehousing servicesincluding full hub operations, cargo surveys etc. where applicable.
To complete all required file administration including documentation, billing, + vendor invoices/ebillsacknowledgement + weekly forwarding sub-ledger (FSL).
To take appropriate corrective action +/or notify relevant person + office to prevent a re-occurrence ofcustomer complaints.
To report incidents + hazards as per the relevant working instructions.
Your Skills and Experiences
5+ years of experience in customer service or operations management.
Proven track record of implementing process improvements and driving operational excellence.
Excellent communication and interpersonal abilities.
Proficiency in customer service software and CRM systems.
Analytical and problem-solving skills.
Ability to manage multiple projects and meet deadlines.
Customer-focused mindset with a commitment to delivering high-quality service.
Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: HR.helpdesk@kuehne-nagel.com with the nature of your request. We will answer your inquiry within 24 hours.