How you create impact


Develop industry specific business development competence in Kenya and the East Africa Cluster.
Retain and grow the value of the key customers in terms of:
Overall volume and turnover improvement through new customer/logo hunting, 
Opportunity development of all Kuehne +Nagel's core services, 
Engagement of key customers in any of Kuehne + Nagel's new product... development efforts 
Maintain/grow profitability of key customers. 
Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
Ensure all information related to the key customers is current and accurate in the K+N system (Corelog); Customer Relationship Management System (CRM) and that all visibility is maintained for the benefit of all stakeholders.
Operate as the lead point of contact for all matters specific to your customers.
Build and maintain strong, long-lasting customer relationships.
Liaise and meet with operations on customer’s requirements, Monthly Business Review (MBR) & Quarterly Business Review (QBR) discussions for all National Key accounts.
Identify service issues, initiate corrective action and ensure issues are resolved timeously.
Develop a trusted advisor relationship with key customer stakeholders.
Communicate clearly the progress of monthly/quarterly initiatives to relevant stakeholders.
Forecast and track key account metrics.
Understands the customers business model and business environment as well as the competitive environment of the customer. 
Complies with K+N sales management processes and systems and ensures correct and timely updates (CRM/CoreLog system).
Monitors monthly performance (pipeline, wins, losses, request for proposal (RFP) opportunities, consulting activities, financial related including Days Sales Outstanding and Credit) against set targets, and ensures immediate actions taken in case of deviations (inclusive. timely / accurate reporting)
Ensures that account plan is in place based on the Key Account Planning Process, template and signed off by the respective sales manager.
Effectively hands over new business/shipments into operations through RACI (Responsible, Accountable, Consulted & Informed) model to ensure that customer requirements and K+N commitments are met.
Conduct regular and structured review sessions with assigned customers including process for continuous improvement and innovation, review of customer strategy and priorities as well as operational excellence delivery.
Champion the digital solution utilization for all the assigned accounts and collaborate with the digital solution experts in ensuring increased usage.


What we would like you to bring


Bachelors / First University Degree in International Studies, business, engineering, Supply chain from a reputable Academic Institution.
Minimum of 5 years’ work experience in a global, regional or national key account capacity, with proven record of business development. Experience within the customer vertical, Supply chain management experience, including extensive understanding in Fourth-Party Logistics (4PL) and Consultative Selling
Preferred industry experience - Forwarding/Logistics (broad knowledge of Air, Sea, Road and contract logistics)
Advanced computer skills 
Fluent in English & Kiswahili language
Regular local and overseas travel
Valid driving license & vehicle more

Your Responsibilities


Customer Care and Satisfaction management: Pro-actively advise and consult Customers to ensure satisfaction.
Shipment Performance Monitoring: Monitoring Customer Shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stake-holders) in anticipation of a customer complaint.
Customer On-boarding: Inclusion and... transfer of customer requirements into the KN systems (including sold rates and other agreements) so that Operational Care Centers (OCCs) are clearly informed about Deliverables.
Complaint Management: Field Complaint Calls, and provide problem resolution in alignment with stakeholders.
Quotation Management: Qualification of customer inquiries, Provision of Quotations within corporate guidelines for pricing, Up-selling, and requisite follow up and closure.
Operational Relationship management: Knowledge exchange with the sales and account management teams.
Reporting and Performance Analysis Creating, refining and reviewing reports as needed including Performance analysis.
Claims Management: From reporting through to closure.


Your Skills and Experiences


Ideal candidates shall have demonstrable analytical, communication, conflict resolution and organizational skills.
Min 3 years Air logistics experience.
Problem Solving, Decision Making, and the ability to work under time pressures is a must.
Candidates shall have the ability to speak persuasively whilst demonstrating empathy, adaptability, and the use of positive language.
An ideal candidate must demonstrate self-control, patience, effective listening, attentiveness, and time management.
They must have a willingness and drive to continuously improve.
Intermediate knowledge of English language and communication skills.
Matric essential, undergrad degree in maritime logistics an advantage. more

Your Role


The Air Logistics Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage with Kuehne + Nagel. Specifically, the Customer Care Specialist is part of a team within our CCL’s – Customer Care Locations, who are responsible for direct interaction with our customers, proactive customer service, problem solving,... customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centers (OCC’s) have all of the necessary information (including systematic information) to be able to execute on our customer behalf.


Your Responsibilities


Customer Care and Satisfaction Management: Proactively advise and consult customers to ensure their satisfaction.
Shipment Performance Monitoring: Monitor customer shipments to provide proactive updates and collaborate with stakeholders to solve problems before they lead to complaints.
Customer On-boarding: Include and transfer customer requirements into our systems, ensuring Operational Care Centers (OCCs) are well-informed about deliverables.
Complaint Management: Field complaint calls and provide problem resolution in alignment with stakeholders.
Quotation Management: Qualify customer inquiries, provide quotations within corporate pricing guidelines, up-sell, and follow up to closure.
Operational Relationship Management: Facilitate knowledge exchange with the sales and account management teams.
Reporting and Performance Analysis: Create, refine, and review reports as needed, including performance analysis.


Your Skills And Experiences


Ideally, you have at least 5 years of experience dealing with import and export air freight.
You demonstrate great communication and organization/coordination skills.
You are a problem solver, a go-getter, and work well under pressure.
You know how to be persuasive while showing empathy and adaptability.
You work with customers from all over the world and need to be flexible working with different time zones more