Air Logistics Customer Care Manager

It's more than a job

As a member of the Freight Forwarding team Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. And by transporting medicines, toys and important machine parts, you are not only delivering goods, you are making small and big moments possible for people all around the world. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

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The core purpose of the Customer Care Manager and their responsibility is to:

• Lead and manage the national / local CCL team/s to grow, retain and serve the national / local CCL Customer base through commercial, local customer ownership while maximizing profitability. The Customer Care Manager must lead by example with a passion for customer service delivery. The Customer Care Manager is responsible, on national or 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. 

How you create impact

You are accountable for:

• CCL Goal Achievement: Implement and actively manage the customer ownership model in the CCL team along with all its elements as per the CCL Roles & Responsibilities Guidelines to grow, retain and serve the local customer base.
• Customer Allocation: Distribute the customers to the CCL team members based on customer size, complexity, and demand to ensure balanced workloads via the Celonis platform.
• Performance Management: Achieve all defined CCL KPIs and targets by actively working with the CCL Team Members. 
• Change Management: Drive and manage the change with the CCL Team Members through constant engagement to deliver excellence in customer ownership. 
• Leadership: You will be the main leadership driver and point of contact for your national / local CCL team/s, proactively owning the following elements and taking full accountability for their success and development.
  
   You will be responsible to lead and manage on a national / local scale: 
• Customer experience, delivering service and satisfaction to the highest level 
• Customer Growth, retention and serving the local customer with all their requirements 
• Maximising Customer Profitability
  
  The above will be achieved for your local customer by being responsible for owning the and executing proactively these daily activities: 
• Commercial Management: 1. Lead and manage customer growth & retention analysis and actions 2.Upselling of K+N services and products to support customer requirements 3.Spot quotation execution and follow up 4.Own the profitability management and lead improvement actions through internal collaboration 5.Commercial financial management to support resolution of bad debt issues 
• Relationships & Communication: 1.Commercial communication incl. customer promise impact  2.Bookings clarification communication 3.Shipment update and deviation communication
•  Customer Promise Monitoring: Deliver overall transit time and commercial conditions as promised
•  Onboarding & Fulfilment: 1.Lead or support the onboarding of new customers via our Implementation processes  2.Creation of the shipment file and completion of the shipment file preparation 3.Guide and ensure the customer is meeting our compliance and regulation standards.
• Customer System Maintenance: 1.Manage and maintain accurate data within the Customer’s Business Profile 2.Ensuring a healthy credit limit is maintained 3.Have valid and accurate rates loaded into our systems in a timely manner.
• Dispute Management: 1.Manage all customer complaints and claims with empathy through to resolution 2.Raise and follow the correct internal escalation path where applicable 3.Ensure all claims are accurately logged in our claims portal system.

What we would like you to bring

• Leadership: Demonstrated ability to lead teams effectively, foster adaptability, support professional development, and drive successful change management initiatives within a fast paced environment demonstrating a positive, proactive and customer-centric mindset.
• Self-Driven Performance: Proactively takes full initiative in shaping their own personal performance with a self-driven mindset, consistently meeting and exceeding Global Air Logistics standards and metrics.
• Customer-Centric Mindset: Places the customer at the core of all actions, demonstrating empathy and understanding of customer needs, consistently striving to deliver an exceptional customer experience and satisfaction whist building a strong partner relationship. Maintains a relentless drive to improve customer satisfaction alongside strategic business outcomes. 
• Commercial Acumen: Owning the local customer relationship to manage their growth and retention, identify upselling opportunities, and deliver value-added solutions. Facilitate spot quotations with pro active follow-ups whilst maximising profitability with an entrepreneurial approach. 
• Collaborative Communication: Demonstrates strong interpersonal skills to foster alignment across internal teams and departments leading to deliver overall customer satisfaction. 
• Solution-Oriented Approach: Focuses on resolving customer issues effectively while balancing customer service excellence with customer profitability. 
• Adaptability: Thrives in dynamic environments and embraces change with resilience and flexibility. 

What's in it for you

At Kuehne+Nagel, you get to grow your expertise, shape processes and deliver innovative solutions. We are continuously building our local and global network and our product portfolio, creating career opportunities in different fields of work worldwide. As a leader in the logistics industry, we provide a collaborative and IT-driven environment where you will work with motivated and customer-centric colleagues across the world. We look forward to receiving your comprehensive online application.

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.