Air Logistics Customer Care Manager, Key Accounts

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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You will be leading, directing + optimizing your local customer care team (CCL) to effectively manage and maintain relationship with key accounts, to continuously provide customer excellence + sustainable growth across your scope of responsibility. Utilizing your strong forwarding + market knowledge, you will drive service improvement activities, to ensure customer satisfaction with our products, services+features.

How you create impact

Operational / Tactical duties
•    To focus on  on assigned on key accounts customers key  and ensure customer engagement, satisfaction, retention + reactivation through high levels of service quality, close collaboration with operational + commercial key stakeholders, along with air logistics management to optimize the customer experience.
•    To ensure best-in-class customer onboarding.
•    To actively manage interfaces + the exchange of information, knowledge + data with your team + other stakeholders involved to ensure effective, efficient shipment management.
•    To ensure close cooperation with the Operational Care Center (OCC) as well as the Revenue Care Center (RCC) to optimize the customer experience.
•    To have close collaboration with operational + commercial key stakeholders, along with air logistics management.
•    To prioritize customer complaint management, ensuring a consistent delivery against the customer promise
•    To monitor and ensure customer’s KPI are achieved, proactively communicated ,updated to customer.

Leadership Responsibility
•    To lead for business implementation, drive and monitor business, close collaboration with global team and other stakeholders.

Financial Responsibility
•    To ensure delivery against all financial targets + strategic objectives of CCL

Strategic  Responsibility
•    Engage with operations + business development peers to ensure smooth cross-functional collaboration, drive customer retention + pursue profitable growth in targeted segments + trades.
•    KPI review /Monthly/quarterly business performance review with customer.

What we would like you to bring

• Minimum 5 years of experience in Key Account Management, Customer Care, or a related role within the freight forwarding industry.
• Fluent in English, with strong verbal and written communication skills.
• Possesses a customer-centric mindset with a strong commitment to delivering excellent service and building lasting client relationships.

What's in it for you

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.