Are you passionate about delivering exceptional service and managing client relationships in the dynamic world of freight forwarding? If so, we have an exciting opportunity for you! We are a leading freight forwarding company dedicated to providing efficient and reliable logistics solutions to our clients worldwide. With our commitment to excellence and innovation, we strive to exceed customer expectations and ensure seamless supply chain operations.

Your Role

You will be responsible for leading, directing + optimizing your customer care team (CCL) to continuously provide customer excellence + sustainable growth across your scope of responsibility.

Your Responsibilities

• To deliver + reinforce our CCL core competencies.
• To conduct regular conversations with all direct reports to discuss + ensure traction on delivering performance + development goals.
• To ensure the best-in-class customer onboarding + relationship management.
• To focus on continuous improvement of processes + controls, ensuring complete + correct customer contact data, service data + changes in our systems including customer reporting for SME customers.
• To conduct daily + weekly stand-up meetings with your team to identify + resolve business issues.
• To focus on continuous improvement of processes + controls, including customer complaint management + service recovery, aiming for a consistent delivery + fulfilling the customer promise.
• To anchor the usage + improvements of CCL core systems.
• To drive customer adoption of our eco-system.

Your Skills and Experiences

• Min 5 years logistics experience – with in depth exposure to Sea Logistics operations, preferably from international freight forwarding background
• Previous experience leading and coaching team members is highly advantageous; the desire and passion to lead people is essential
• Experience in complaint escalation and the ability to transfer this skill to your team
• Ability to think outside the square, solve problems and remain calm under pressure
• Strong organisational skills including the ability to prioritise tasks, effective time management and a high level of accuracy
• Excellent communication skills, both written and verbal
• Impeccable interpersonal skills and the ability to collaborate positively and constructively with multiple stakeholders
• Ability to converse in Bahasa Indonesia and English fluently
• Willing to be based in Batam, Indonesia

About Kuehne+Nagel
With over 80.000 employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world’s leading logistics companies.

As an employer, Kuehne+Nagel stands for equal opportunity and we are committed to diversity in our teams with regard to people with disabilities. We believe that you can make a valuable contribution to Kuehne+Nagel and look forward to receiving your application.

CONTACT
Hera Setyowati
hera.setyowati@kuehne-nagel.