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Pharma/Healthcare Customer Care Specialist
Pharma/Healthcare Customer Care Specialist | United Kingdom | GB14643 YOUR ROLE As a Customer Care Specialist at KN you will be part of the Pharma & Healthcare team within the Heathrow Customer Care Location (CCL) 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 (OCC's) have all of the necessary information (including systematic information) to be able to execute on our customers behalf. YOUR RESPONSIBILITIES Pro-actively advise and consult Customers to ensure satisfaction Monitor customer shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stake-holders) in anticipation of a customer complaint Document, investigate and conduct root cause analysis on any deviations using KN systems (CoreLog, NPS, TIP Tool) Develop and on-board new customers and additional lanes of business from existing customers Manage tasks through Business Process Automation tools (BPA) and all related features such as task tags Inclusion and transfer of customer requirements into the KN systems (including sold rates and other agreements) so that Operational Care Centres (OCCs) 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 closureYOUR SKILLS AND EXPERIENCES Experience in freight forwarding/logistics with key focus on Pharma & Healthcare within Air Logistics Strong customer service orientation Ability to communicate effectively Conflict Resolution & problem solving skills Ability to work on own initiative and as part of a team Very good time management skills with the ability to set priorities, fulfil critical tasks in time and keep to deadlines Perseverance and resistant to challenge Cope with change and embrace new technologies, demonstrate change management mind-set Ability to communicate effectively with an approachable natureGOOD REASON TO JOIN If you would like to become a valued member of our team, we will make sure that you're rewarded for your commitment and expertise. You can join the contributory KuehneNagel pension plan and enjoy our Route 2 Rewards scheme which offers everything from discounts, benefit information, recognition and its own wellbeing centre. We care for our colleagues (and their immediate family) with our employee assistance programme providing access to 24/7 GP, legal and financial advice along with mental health counselling. All of this to help you live a happier and healthier life. As proud holders of the Gold Covenant, we are a forces-friendly employer who recognise the skills, expertise and value service leavers bring to our organisation. ABOUT KUEHNENAGEL With over employees at some 1,300 locations in over 100 countries, the KuehneNagel Group is one of the world's leading logistics companies. CONTACT UK resourcing team (url removed)