Logistics Customer Service Specialist Lead

Résumé du poste

The lead is responsible for managing the complaints process, driving process standardization, and maintaining service levels through data analysis and KPI reporting. They collaborate with site leadership and quality teams to ensure operational consistency and prompt issue resolution.

Détails du poste

It's more than a job As part of the Contract Logistics team at Kuehne+Nagel, you will play a key role in designing, managing, and optimizing solutions that keep goods moving efficiently. Whether you’re leading a team, engineering processes, or driving projects, your work ensures that our customers’ products are stored, handled, and delivered with precision. From everyday essentials to seasonal items, what we do in Contract Logistics impacts businesses and communities around the world. At Kuehne+Nagel, your contribution goes far beyond the warehouse—it helps shape the flow of global trade. ‎ The Customer Service Lead is accountable for maintaining excellent service levels for our internal and external customers through accurate data analysis, continuous process improvement and the prompt resolution of issues. How you create impact Support operations and transportation with the complaints process. Work with the site teams to drive accuracy, quality and consistency of audit responses. Drive standardization and improvement of processes and ensure adherence to process changes and enhancements to drive overall improvement in the metrics for complaints. Maintain, develop, update/revise accurate SOP’s that documents the complaint process. Maintain, analyze and publish all relevant data, monthly reporting and KPI’s including but not limited to complaints data, order accuracy, trends, re-occurrences, etc. Attend weekly, bi-weekly and monthly business meetings to present all applicable metrics, projects and future improvements directly to the customer. Lead continuous process improvement projects to drive consistency in adherence to the complaints process. Coach the teams through process changes as required. Collaborate with the KNPS and Quality Assurance teams to ensure compliance in processes, responses and improvements as required. Work closely with the leadership teams from all customer sites to ensure alignment around complaints for KPIs, processes and performance of their teams. Provide updates and respond knowledgeably and courteously to inquiries by customer, customer suppliers and carriers. What we would like you to bring 3–5 years of warehouse experience, preferably in a leadership or supervisory capacity. Forklift and material-handling equipment experience. Experience working with Warehouse Management Systems (WMS). Strong inventory management experience, including inventory accuracy and control. Proficiency in Microsoft Excel for tracking, reporting, and analyzing data. Experience using RF (Radio Frequency) scanners in a warehouse environment. What's in it for you At Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. Base salary is part of a competitive total rewards package that includes health and dental benefits, a retirement savings plan, and tuition reimbursement. Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data. (Remote/Hybrid/On-Site) select one Artificial Intelligence (AI) tools may be used to support portions of the recruitment process, such as reviewing application materials or assisting with scheduling. These tools analyze information to help inform decision making; however, all hiring decisions are made by human reviewers. This position relates to an available role and not a future talent pool. Who we are Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world. As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine. We kindly advise that placement agencies refrain from submitting unsolicited profiles. Any submissions of candidates without prior signed agreement will be considered our property and no fees will be paid.

Ce que vous ferez

The lead is responsible for managing the complaints process, driving process standardization, and maintaining service levels through data analysis and KPI reporting. They collaborate with site leadership and quality teams to ensure operational consistency and prompt issue resolution.

Exigences

Candidates need 3-5 years of warehouse experience, preferably in a leadership role, with proficiency in WMS and RF scanners. Strong skills in inventory management and Microsoft Excel for data tracking and reporting are required.

Avantages

• Health Benefits • Dental Benefits • Retirement Savings Plan • Tuition Reimbursement

Compétences indiquées

• Assurance qualité · Souhaitée
• Leadership · Souhaitée
• Analyse de données · Souhaitée
• Microsoft Excel · Souhaitée
• Gestion des stocks · Souhaitée
• Process Improvement · Souhaitée
• Stakeholder Management · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Data Analysis
• Process Improvement
• KPI Reporting
• SOP Development
• Warehouse Management Systems
• Inventory Management
• Microsoft Excel
• RF Scanners
• Complaint Resolution
• Leadership
• Quality Assurance
• Stakeholder Management

Domaines d’emploi

• Logistics
• Customer Service & Support
• Management & Leadership
• Transportation