Job Information
Kuehne+Nagel Sea Logistics Customer Care Supervisor in Auckland, New Zealand
Reporting to the National Customer Care Manager, the Customer Care Supervisor will be responsible for leading a team of approximately 8 Sea Logistics Specialists, as well as attending to the needs of their own portfolio of clients.
Your Role
A successful Supervisor deeply understands our customer's problems, builds strong relationships with decision-makers and influencers throughout the organisation and effectively identifies ways we can improve our service to our customers. Approximately 40% of your time will be spent on leadership activities and being the point of escalation, while the remainder of your time will be spent doing what you love – delivering the best possible service to your customers.
Your Responsibilities
Driving and supporting your team to deliver customer excellence alongside the Sales and Operations Teams
Leading, motivating and coaching your team – creating strong team morale, being open, responsive and approachable
Managing the performance and development of your team, through performance reviews and development sessions
Ensuring customer satisfaction and retention through consistent customer visits and reviews
Being the point of escalation for your team, providing solutions and coaching through problems
Determining specific service requirements / services and guiding customers on the end to end freight forwarding process, including regulatory requirements and documentation
Identify and pursue opportunities to up-sell and deliver value add services
Building long term and effective relationships with customers - internal and external (this may include offsite customer visits)
Providing customers with up to date information on shipments
Liaising with regulatory bodies to ensure compliance with documentation and process
Your Skills and Experiences
A minimum of 5 years freight forwarding experience – with exposure and expertise in a Sea Logistics Import environment
Previous experience leading staff – experience with performance management, leading or dealing with change and coaching & development is highly advantageous
Experience in complaint escalation and the ability to transfer this skill to your staff
Exposure to in depth Customer Service & Import/Export Sea Logistics Operations processes within a freight forwarding environment
Some knowledge around Sales preferred but not essential.
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 + a high level of accuracy & speed
Excellent communication skills both written and verbal
We are proud to be a company that values the contribution our employees bring, and as such we provide some fantastic employee benefits;
Flexible working arrangements
Fully subsidised health insurance for yourself and immediate family
A wellness allowance
Confidential EAP services
Access to training, learning and development opportunities as well as career progression in a successful global organisation
Social Club, flu vaccinations, birthday cakes, Christmas gift and more!
*Please note - we will only accept applications from those with current NZ working rights.
With over 82,000 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. We believe that you can make a valuable contribution to Kuehne + Nagel and look forward to receiving your application.
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.