We are looking to hire a Customer Care Representative for our Sea Logistics division based in Montreal.
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 to transition customer information for flawless operations execution.
Ensure quality of information transition to the Operational Care Centre 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 visibilit 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 holistic view of the customer.
Your Skills and Experiences
3-5 Years in Freight Forwarding.
Excellent English and French (Quebec) written and communication.
Microsoft tools (excel, word, outlook).
Minimum High school Degree.
Preferred CIFFA (Canadian Internationl Freight Forwarders Certificate) and CCS.
Preferred Degree/Diploma in International Business, Transportation, Logistics, Commerce.
Strong written and verbal communication skills and the ability to work in a high-pressure/fast-moving environment
Strong Multi-Tasker with Minimal Supervision
Solutions driven, Organizational and time Management skills.
Positive personality, Patient and Empathetic, Ability to Trust.
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 4 (four) days office and 1 (one) 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.
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