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.

**‎*
* At Kuehne+Nagel, we believe exceptional customer experiences drive business success. We're seeking an experienced  
** Air Logistics Customer Care Manager
** to lead our Customer Care team and ensure world-class service delivery for our air freight customers.

In this pivotal leadership role, you will own customer relationships, drive retention and growth strategies, champion service excellence, and collaborate with cross-functional teams to deliver innovative logistics solutions. If you are passionate about developing people, enhancing customer experiences, and driving commercial success, we'd love to hear from you.

** How you create impact*
* As the Air Logistics Customer Care Manager, you will lead and develop Customer Care professionals while serving as the primary driver of customer satisfaction, retention, and profitability. You will be responsible for implementing customer ownership strategies, managing customer portfolios, leading change initiatives, and ensuring consistent delivery of Kuehne+Nagel's customer service standards

+ Lead and develop Customer Care teams to deliver exceptional customer service.

+ Drive customer satisfaction, retention, and loyalty initiatives.

+ Foster a customer-centric culture focused on proactive communication and issue resolution.

+ Ensure customer expectations and service commitments are consistently met.

+ Lead customer growth and retention strategies.

+ Identify upselling and cross-selling opportunities across Kuehne+Nagel's service portfolio.

+ Support spot quotation management and commercial follow-up activities.

+ Drive customer profitability through data-driven analysis and improvement initiatives.

+ Partner with internal stakeholders to resolve commercial and credit-related issues.

+ Manage customer allocation across the Customer Care team to ensure balanced workloads.

+ Monitor and achieve key performance indicators (KPIs).

+ Coach, mentor, and support employee development.

+ Lead organizational change and drive adoption of customer ownership best practices.

+ Build a high-performing team focused on continuous improvement and operational excellence. ​‌

** What we would like you to bring*
* + 2-5 years of experience in freight forwarding or logistics.

+ 2-5 years of leadership experience, including direct and/or virtual team management.

+ Air logistics industry experience preferred.

+ Proven success managing customer relationships and delivering commercial results.

+ Bachelor's degree in Supply Chain Management, Logistics, Business, or a related field preferred.

+ Freight forwarding or logistics certifications are an advantage.

+ Strong commercial and business acumen.

+ Customer relationship management and escalation handling expertise.

+ Air freight import/export operations knowledge.

+ Strong analytical and organizational skills.

+ Experience working with logistics management systems and digital customer platforms.

+ Understanding of freight forwarding compliance requirements.

+ Knowledge of Kuehne+Nagel systems and processes is an advantage.

** 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.  Base wage 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…