Embark on your path towards a successful career. Kuehne+Nagel stands out as an innovative logistics company with adaptability and efficiency at our core. Our advanced processes enable us to deliver exceptional services to our clients and customers. Your knowledge, expertise and distinct skillsets will play a vital role in driving the organization's growth.
Your Role
To lead the CEB First and 2nd Level Support Team in achieving high level performance and meeting service expectations.
Your Responsibilities
- Serves as the first point of contact for escalations which can be related to ticket handling quality, professionalism, behavioral etc.
- Coordinates regularly with country ZS teams for process updates and alignments, escalations and other relevant activities.
- Coordinates regularly with the CEB SLS team on systems and process updates, testing, ticket handling opportunities and other relevant activities.
- Monitors the queue (Zendesk) to ensure compliance to agreed ticket handling SLAs.
- Creates and maintains training material and documentation (as needed) to facilitate knowledge sharing.
- Communicate important updates (administrative or functional) to staff.
- Conduct regular staff meeting.
- Conducts timely coaching/feedback of team members for performance and development.
- Conducts regular review of team members PPR.
- Manage team attendance.
- Seeks ways for continuous improvements.
- Performs other duties as assigned.
Your Skills And Experiences
Bachelor's Degree Holder preferably IT or Logistics related degrees
With leadership/management experience
At least 2+ more years of work experience in Logistics/Freight Forwarding
People Oriented
Excellent Communication Skills
Organizational and Time Management Abilities
Ability to learn and work with systems
Good Reasons to Join
We offer opportunities where you can grow your expertise, shape processes and deliver innovative solutions. We are continuously growing our local and global network and our product portfolio creating career opportunities in different fields of work worldwide. We deliver high quality solutions to our customers and are proud to be a leader in the logistics industry.
