Air Logistics Customer Care Manager

It's more than a job

When you work in Freight Logistics and Operations at Kuehne+Nagel, you play a key role in optimising processes and ensuring that inventory and shipments move efficiently. But that is not all. Your work also helps ensure that vital medicines reach patients on time and supports other essential deliveries, from wind turbines to semiconductors. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

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You will be joining our Customer Care Team to add your leadership expertise + skills to the delivery of Customer Excellence.

As Airfreight Manager, Customer Care Location, is responsible for implementing and managing the Customer Care strategy at the location level, as well as continuously optimizing customer service to achieve customer excellence. The job holder is leading the Customer Care Location team who are responsible for direct interaction with our customers, encompassing but not limited to; proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centers have all of the necessary information to be able to execute on our customers behalf.

How you create impact

• To provide leadership and direction to the Customer Care Location organization and to take ownership and ensure the implementation of a Customer Care strategy in the location.
• To ensure close cooperation with Branch management as well as Operational/Revenue Care Center managers and teams for an optimized customer experience.
• To actively manage interfaces and information/knowledge exchange between our customers and amongst KN teams.
• To focus on continuous improvement on processes and controls, aiming for a consistent customer-centric model.
• To focus on customer retention for the Airfreight account portfolio and to develop and onboard new customer opportunities, including direct visits to customers.
• To focus on customer satisfaction through a high level of service quality.
• To ensure service excellence by leveraging a high level of forwarding and market knowledge.
  
  

What we would like you to bring

• Proven experience and a high level of knowledge within Air Logistics Forwarding.
• Strong Leadership skills including structure, driving solutions, and coaching.
• Problem-solving ability and record of executing effective decisions.
• Effective interpersonal skills with the ability to build strong relationships with both internal and external stakeholders.
• Excellent organisational skills, very good time management skills with the ability to set priorities, fulfil critical tasks in time, and keep to deadlines
• Highly customer-focused with commercial acumen
• Demonstrate a change management mindset to cope with change and embrace new technologies
• Fluency in spoken and written English.
  
  

What's in it for you

We offer an employee-friendly environment for you to develop and grow to become a skilled transportation logistics professional in a challenging and fast-developing company with a competitive salary and opportunities for further development within the Kuehne + Nagel Group. If like us, you put customers at the heart of everything you do, you can expect to be rewarded with a full package of benefits on top of a salary that grows with you as you grow in our business.

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.