Customer Care Team Leader-Air Logistics

hace 6 meses


Guadalajara, México Kuehne+Nagel A tiempo completo
JOB DESCRIPTION Estamos en busca de un Supervisor Atención a Clientes Logística Aérea para nuestra oficina en Guadalajara Jalisco.

Tu función

Realizar la planeacion y asignacion de tareas de su equipo, asegurar que nuestros Centros de Atención Operativa tengan toda la información necesaria para poder ejecutar con base a las necesidades de los clientes e alcanzar/o superar los objetivos y KPIs establecidos.

Tus responsabilidades

1. Garantizar la correcta asignación y cumplimiento de tareas que solucionen los requerimientos del cliente y los objetivos/KPIs del Centro de Atención y Servicio al Cliente (CCL).
2. Asesorar y consultar de forma proactiva a los clientes para garantizar su satisfacción.
3. Participar en el cierre mensual (FSL).
5. Gestionar procesos de mejora continua con el objetivo de un modelo consistente centrado en el cliente.
6. Centrarse en la retención de clientes, manteniendo la satisfacción de los mismo a través de un excelente nivel de calidad de servicio.
7. Buscar alcanzar/superar los objetivos/KPIs KN y los KPIs acordados con los clientes.
8. Monitorear y asegurar que la margen (GP/KG) esperada para cada cliente sea cumplida.
9. Asegurar que la ejecución de las operaciones sea hecha de acuerdo con los procesos, servicios y costos acordados con los clientes.
10. Conducir revisiones de desviación de envíos, quejas, entregas tardías, facturación incorrecta, etc. y participar en la elaboración de presentaciones para MBRs y QBRs con los clientes.
11. Colaborar con el Centro de Antecion de Servicios Operativos (OCC) para garantizar que cumplamos con nuestro compromiso de servicio al cliente y los KPI´s acordados (comunicarse y ayudar al OCC a implementar la corrección y acciones preventivas).
12. Colaborar con el Centro de Atencion de Ingresos/Facturación (RCC) para asegurar todas las cotizaciones, tarifas y acuerdos con el
el cliente y para que consecuentemente tengamos una facturación precisa y al tiempo.
13. Colaborar con el departamento domestico para asegurar que todas las recolecciones y entregas sean hechas de acuerdo con el tiempo y servicio acordado con los nte nivel de calidad de servicio.

Tus habilidades y experencias

Licenciatura en Negocios Internacionales o carrera a fin

Experiencia en la industria Freight Forwarder 

Conocimiento del producto aéreo

Inglés Avanzado



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