Air Logistics Customer Care Manager

Customer Care Manager

It's more than a job. When you work in Air Logistics at Kuehne+Nagel, you play a key role in optimizing processes and ensuring that inventory and shipments move efficiently. 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.

How you create impact : With a passion for customer service delivery, the Customer Care Manager is responsible, on national and location level, to manage and enhance an exceptional customer experience in accordance with the Customer Care strategy, while driving customer growth and maximizing profitability. The role drives development of Customer Care teams that leads to consistent customer excellence and satisfaction. By direct interaction with our customers and engaging with relevant stakeholders, the Customer Care Manager ensures that customer needs are met efficiently and effectively.

Manage account ownership to ensure the most efficient allocation within the team, as well as on-going portfolio management.

Ensure the team's active involvement with customer implementations, and drive awareness and encouragement of usage of customer facing digital solutions.

With shipment ownership, drive the most efficient way of file handling and availability of customer data and requirements, for stakeholder teams to deliver according to customer expectations. At the same time, ensure regulatory and compliance adherence.

Lead a strong focus on shipment monitoring and pro-active customer communication, and effectively manage customer feedback, complaints and escalations, and ensure swift corrective actions.

Manage and develop customer growth and stay on top of customer retention.

Drive maximization of profitability with a high focus on spot quotation execution and fast response time, and by upselling and promoting KN products. On-going GP analysis, in collaboration with stakeholders responsible for procurement.

What we would like you to bring :

Bachelors' Degree in Supply Chain Management, Logistics or related discipline.

5+ years experience leading Customer Service focused teams and empowering and developing team members.

Extensive experience in Air Logistics, including knowledge and experience of freight forwarding, its processes and regulations.

A commercial drive and mindset with strong collaboration and communication skills, and the ability to create cross-team alignment.

Ability to adapt and drive change management with a customer solutions orientation toward conflict resolution.

A constant drive for customer satisfaction in parallel with profitability maximization.

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. The target salary range for this position is between $130,000 and $150,000. Base salary is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles. 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.

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.

Kuehne + Nagel is an equal employment / affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8 : 00am - 5 : 00pm EST; Monday through Friday or via e-mail at : HR.helpdesk@kuehne-nagel.com with the nature of your request. We will answer your inquiry within 24 hours.