Sea Logistics Customer Care Supervisor
7 days ago
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 RoleA 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 ResponsibilitiesDriving and supporting your team to deliver customer excellence alongside the Sales and Operations TeamsLeading, motivating and coaching your team – creating strong team morale, being open, responsive and approachableManaging the performance and development of your team, through performance reviews and development sessionsEnsuring customer satisfaction and retention through consistent customer visits and reviewsBeing the point of escalation for your team, providing solutions and coaching through problemsDetermining specific service requirements / services and guiding customers on the end to end freight forwarding process, including regulatory requirements and documentationIdentify and pursue opportunities to up-sell and deliver value add servicesBuilding long term and effective relationships with customers - internal and external (this may include offsite customer visits)Providing customers with up to date information on shipmentsLiaising with regulatory bodies to ensure compliance with documentation and processYour Skills and ExperiencesA minimum of 5 years freight forwarding experience – with exposure and expertise in a Sea Logistics Import environmentPrevious experience leading staff – experience with performance management, leading or dealing with change and coaching & development is highly advantageousExperience in complaint escalation and the ability to transfer this skill to your staffExposure to in depth Customer Service & Import/Export Sea Logistics Operations processes within a freight forwarding environmentSome knowledge around Sales preferred but not essential.Ability to think outside the square, solve problems and remain calm under pressureStrong organisational skills including the ability to prioritise tasks, effective time management and a high level of accuracy & speedExcellent communication skills both written and verbalWe are proud to be a company that values the contribution our employees bring, and as such we provide some fantastic employee benefits:Flexible working arrangementsFully subsidised health insurance for yourself and immediate familyA wellness allowanceConfidential EAP servicesAccess to training, learning and development opportunities as well as career progression in a successful global organisationSocial 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.
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