Air Logistics Customer Care Supervisor

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.

The Air Logistics Customer Care Team Leader supports the Customer Care Manager in leading and developing the local Customer Care Location (CCL) team. The primary mission is to grow, retain, and serve the local customer base by promoting strong commercial ownership, delivering exceptional service, and maximizing profitability. This role ensures alignment with Customer Care strategy, fosters customer satisfaction, and drives team performance through effective leadership and proactive customer engagement.

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: *

Lead and manage customer growth & retention analysis and actions
* Upselling of K+N services and products to support customer requirements
* Spot quotation execution and follow up
* Own the profitability management and lead improvement actions through internal collaboration
* Commercial financial management to support resolution of bad debt issues
* Relationships & Communication: *

• Commercial communication incl. customer promise impact
  * Bookings clarification communication
  * Shipment update and deviation communication
  * Customer Promise Monitoring: *
• Deliver overall transit time and commercial conditions as promised
  * Onboarding & Fulfilment: *
• Lead or support the onboarding of new customers via our Implementation processes
  * Creation of the shipment file and completion of the shipment file preparation
  * Guide and ensure the customer is meeting our compliance and regulation standards
  * Customer System Maintenance: *
• Manage and maintain accurate data within the Customer's Business Profile
  * Ensuring a healthy credit limit is maintained
  * Have valid and accurate rates loaded into our systems in a timely manner
  * Dispute Management: *
• Manage all customer complaints and claims with empathy through to resolution
  * Raise and follow the correct internal escalation path where applicable
  * Ensure all claims are accurately logged in our claims portal system What we would like you to bring
  * 2+ years of forwarding experience
  * 1+ years of leadership experience
  * 2+ years of Air Logistics experience within a forwarding environment
  * Strong commercial mindset with the ability to identify growth opportunities
  * Proven ability in customer communication and escalation handling
  * Customer service excellence and relationship‑building skills
  * Experience in Air Logistics shipment execution and monitoring (import/export)
  * Solid analytical…