Customer Excellence Manager

hace 23 horas


Santiago de Chile Kuehne+Nagel A tiempo completo

Construye y promueve excelentes relaciones con colegas, diseña experiências de clientes que inspiran lealtad. Eres el pilar más importante de nuestro éxito. Tú marcas la diferencia.
** Tu función **:CEM plays a key role in assisting the development and retention of Customers, interfacing with the National Key Account Manager, ensuring that the account strategy is being supported in the country/branch. By promoting and monitoring the highest level of Customer Satisfaction, current products, services and visibility solutions, CEM can play a major role in ensuring customer retention and brickwalling in KN. CEM also promotes operations continuous improvement within the managed accounts.
** Tus responsabilidades**:

- Monitor Customer Satisfaction and improve the performance on national level via NPS
- SOP Management as per WI & Compliance monitoring at country/branch level
- Implement new business for the assigned accounts (GCIM) and support on new account implementation
- Monitor and present Reporting & KPIs according to Scope of Work (SOW) agreed between KN and customer.
- Monitor and address the Data Quality issues to ensure automation of all reports for all business in place
- Schedule, prepare and lead MBR’s and, when no RCEM assigned, QBR’s & YBR's
- Manage customer complaints efficiently escalating to the Stakeholders on National/Regional/Global team
- Identify any service/process failures (KN´s or Customer´s), requirements and improvements and bring them forward to the organization at the country level and keep Regional CEM/GOKAM informed to analyze regional implementation.
- Follow up with BU all customer's claims to be responded within time frame agreed and reported on MBR/QBR/YBR
- Administer Regional CEM requests and act as focal point within the country/BU
- Working closely with Local Sales Executive, or NKAM to assist in identifying cross/ upselling opportunities
- Local commercial efforts to assigned accounts participating on BID renew and strategy
- Support Financial Department on Days Sales Outstanding (DSO) control by identifying root causes
- Regular visits to customer including visit reports and MOM on Corelog
- Coordinate the CEM (monthly calls, standard format)
- Consolidate each country information
- Interact, coordinate and escalate, whenever necessary
- Ensure SOP Management
- Schedule, prepare and lead QBR and YBR

**Tus habilidades y experencias**:

- International Business or similar
- Air and Sea Logistics experience
- Good knowledge of International Commerce
- Fluent English skills



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