Customer Care Specialist

You will be joining our Customer Care Team to add your leadership expertise and skills to the delivery of Customer Excellence. Your RoleWHAT WILL YOU BE DOING ON A DAILY BASIS?

You will be leading, directing and optimizing the local customer care team to continuously provide customer excellence and sustainable growth across your scope of responsibility.

Your ResponsibilitiesYou will support customers by providing helpful information, answering questions, and responding to complaints.

Utilizing your strong forwarding and market knowledge, you will provide front line support for customers to ensure customer satisfaction with our products, services, and features.

Drive customer engagement, satisfaction, retention, and reactivation in close cooperation with Field Sales and the Operational Care Center (OCC).

Establish and strengthen operational relations with customer contact(s) through daily interactions, regular care visits, and pro-actively advising and consulting to ensure customer satisfaction.

Qualify customer inquiries and provide quotations within the given price band, in line with the guiding leeway in decision-making, then follow up to ensure quotations are accepted and closed.

Support customer onboarding in line with working instructions, ensuring inclusion and transfer of customer requirements into the KN systems alongside the (initial) customer order.

Qualify and enter customer orders into the operational execution process.

Collaborate with Finance to adjust credit limits based on daily business development and coordinate measures in case of challenges.

Document, resolve, and analyze all complaints, then identify, share, and eliminate root causes.

Create, review, and refine customer reports.

Ensure delivery against all financial targets and strategic objectives.

Your Skills and ExperiencesWHAT WILL IT BE LIKE TO WORK IN THE CUSTOMER CARE CENTER?

Your day begins with reviewing shipment status details and new customer orders for completeness.

You will then work 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 the customer. 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 often 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.#J-18808-Ljbffr