How to thrive in a service culture: Eva's Kuehne + Nagel story

In our service culture environment, Operational Key Account Manager Eva is one among many individuals who go above and beyond to contribute to the success or our organization and those of our customers. “From where I’m sitting, the customer creates our jobs. That's why bringing added value to the customer is one of my priorities. This is the principle I have built upon ever since my first day in Kuehne + Nagel’s Overland department”, she says. That first day was more than 10 years ago, and living by that principle has led her to develop from Customer Service Officer to the role she fulfills today.

In 2008, Eva finished her logistics traineeship in a company that was one of Kuehne + Nagel's customers. "One of my colleagues there said that I could maybe start working at Kuehne + Nagel after my traineeship, so I send over my CV and I shortly afterwards I could start as a Customer Service employee in the Overland department", Eva says. Always looking to build bridges, whether with colleagues, customers or others, Eva excelled in her role. "All the different parties working together and being aligned to transport out customer's goods to their destination is what makes logistics interesting for me", she says.

It's quite flattering when your manager identifies you as a candidate for a role with added responsibilities. Sometimes you need to hear this from someone else to believe it yourself and to dare to take the next step.

As the management noticed Eva's daily commitment and knack for customer service, they presented her with a new challenge. "In 2013 I was asked to take on the role of Supervisor leading my own team", she recalls. "Three years later, the customer service team split into Pharma and General Cargo in order to group expertise into teams and offer an even better service to our customers. That's when I became Teamleader of the General Cargo team, managing the customer service team and becoming the first point of contact for our customers."

According to Eva, her management in the Overland department always encouraged her to develop in her career. "It's quite flattering when your manager identifies you as a candidate for a role with added responsibilities", Eva admits. "It's a confirmation that your work is appreciated and that they believe you can handle more. Sometimes you need to hear this from someone else to believe it yourself and to dare to take the next step." Thanks to her management's confidence in Eva, she recently stepped into her latest role as Operational Key Account Manager. Her new position offers just that little extra challenge allowing her to learn new skills.

I know the customer very well from my previous roles, but the workshop allowed me to connect on a deeper level with the customer's vision and how we as a logistics partner can contribute to that.

"I'm still very much involved with the transportation planning department", she says, "but what's new is that I'm responsible for identifying ways to improve our processes, and that I get to work together with different teams like the supply chain engineers to create added value for our customers." Conveniently, her first days in the new role coincided with a Value Creation Workshop for one of the biggest customers in her portfolio. "I know the customer very well from my previous roles, but the workshop allowed me to connect on a deeper level with the customer's vision and how we as a logistics partner can contribute to that."

Reflecting upon the question what makes her passionate about her new role, she says: "Well, tailored-made solutions for our customers is one of our biggest strengths as a logistics partner and now I have the chance to translate our customer’s specific needs to the other teams in order to create such solutions. In a customer-centered service culture a simple thank you from the customer helps to make your day and to continue delivering as promised.”

Would you also like contribute to the progress of our customers' organizations, and by extension our own organization? Check our Career Portal for opportunities:

?