At a Glance
- Tasks: Lead a dynamic customer service team and ensure top-notch support for our clients.
- Company: Join Kuehne + Nagel, a leader in logistics with a supportive culture.
- Benefits: Enjoy a competitive salary, pension plan, and wellness programmes.
- Other info: Be part of a forces-friendly employer with great career growth opportunities.
- Why this job: Make a real impact by enhancing customer experiences and team collaboration.
- Qualifications: Experience in logistics and a passion for leading and supporting teams.
The predicted salary is between 30000 - 40000 € per year.
In this position you will support and direct team members in meeting QuickSTAT customer needs daily and encourage good customer service practices.
How you create impact:
- Direct the daily operations of the CS agent team, and in the absence of the team manager, the CRM daily operations also (as needed).
- Act as the second escalation point for customer issues that cannot be resolved at the CS and CRM level, ensuring timely follow-up and resolution.
- Assist with team initiatives that improve colleague experience, support a positive workplace culture, and encourage engagement within the branch.
- Maintain awareness of the teams Profit and Loss (P&L) against agreed targets and regularly review consignments with low P&L to identify issues and support improvements.
- Complete performance goal reviews at mid-year and end-of-year for all direct reports, supporting team members in meeting agreed objectives and sharing input with management.
- Assist with preparing and sharing monthly and quarterly reports for management, noting key trends and client concerns, and contributing ideas that support continuous improvement.
- Support the completion and distribution of client reports, including monthly KPIs, QBR reports, and Non-conformance reports, making sure they meet agreed client requirements and timelines.
- Work with business development and account management teams when needed, assisting with client engagement activities and providing support to ensure positive client interactions.
- Assist the revenue care team by helping resolve customer invoices and billing queries, ensuring issues are addressed promptly and accurately.
What we would like you to bring:
- Proven experience in logistics industry.
- Experience in leading, coaching and supporting team members as well as encouraging collaboration and helping to build a positive, inclusive environment.
- Experience following and applying service procedures to ensure customers receive consistent, high-quality support.
- Ability to review team and customer service data (such as call/email volumes and jobs per headcount), recognise patterns, and share clear recommendations with the team to improve daily performance.
- Understanding of Courier Operations, including Import / Export / Warehouse & Transport.
- Understanding of regulatory requirements specific to temperature-controlled logistics.
- Excellent time management skills as well as problem analysis and problem-solving.
- Ability to work successfully under pressure.
What's in it for you:
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 Kuehne+Nagel 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.
Customer Service & Relationship Supervisor in Staines employer: Kuehne+Nagel
Kuehne + Nagel is an exceptional employer that prioritises the well-being and professional growth of its employees. With a strong focus on fostering a positive workplace culture, we offer comprehensive benefits including a contributory pension plan, a robust employee assistance programme, and the Route 2 Rewards scheme, ensuring our team members feel valued and supported. Located in a dynamic logistics environment, we encourage collaboration and provide ample opportunities for career advancement, making it a rewarding place to work for those passionate about customer service and relationship management.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Relationship Supervisor in Staines
✨Tip Number 1
Get to know the company culture! Before your interview, check out Kuehne + Nagel's social media and website. Understanding their values and how they operate will help you connect with the team and show that you're genuinely interested.
✨Tip Number 2
Practice your responses to common interview questions. Think about how your experience in logistics and customer service aligns with the role. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Tip Number 3
Don’t forget to prepare some questions for your interviewers! This shows that you’re engaged and eager to learn more about the team and the role. Ask about their approach to team initiatives or how they support a positive workplace culture.
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a great way to reiterate your interest in the position and remind them of your key strengths. Plus, it leaves a positive impression and keeps you on their radar!
We think you need these skills to ace Customer Service & Relationship Supervisor in Staines
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service & Relationship Supervisor role. Highlight your experience in logistics and any leadership roles you've had, as this will show us you're a great fit for the team.
Showcase Your Skills:Don’t forget to mention your problem-solving abilities and time management skills. We want to see how you’ve tackled challenges in the past, especially in high-pressure situations, so share some examples!
Be Personable:We love a bit of personality! When writing your application, let your enthusiasm for customer service shine through. Show us why you’re passionate about creating a positive workplace culture and supporting your team.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quicker. We can’t wait to hear from you!
How to prepare for a job interview at Kuehne+Nagel
✨Know Your Stuff
Make sure you brush up on your logistics knowledge, especially around customer service procedures and courier operations. Being able to discuss specific examples from your experience will show that you’re not just familiar with the industry but also ready to tackle the challenges of the role.
✨Showcase Your Leadership Skills
Since this role involves directing a team, be prepared to share your experiences in leading and coaching others. Think of specific instances where you’ve encouraged collaboration or improved team dynamics, as this will demonstrate your ability to foster a positive workplace culture.
✨Data-Driven Mindset
The job requires reviewing performance data and making recommendations. Bring examples of how you've used data to identify trends or improve processes in previous roles. This will highlight your analytical skills and your proactive approach to problem-solving.
✨Engage with the Company Culture
Research Kuehne + Nagel’s values and culture before the interview. Be ready to discuss how your personal values align with theirs and how you can contribute to their positive workplace environment. Showing that you’re a good cultural fit can set you apart from other candidates.
