Air Logistics Customer Care Supervisor

Overview

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.

• CCL Goal Achievement:
  Implement and actively manage the customer ownership model in the CCL team following 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 change with the CCL Team Members through constant engagement to deliver excellence in customer ownership.
• Leadership:
  Act as the main leadership driver and point of contact for the national/local CCL team, proactively owning success and development.
• 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
• Commercial Management:
  • Lead and manage customer growth & retention analysis and actions
  • Upsell K+N services and products to support customer requirements
  • Execute spot quotations and follow up
  • Own profitability management and lead improvement actions through internal collaboration
  • Manage commercial financials to resolve bad debt issues
• Relationships & Communication:
  • Commercial communication, including 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 onboarding of new customers via Implementation processes
  • Create the shipment file and complete its preparation
  • Guide and ensure customer compliance and regulation standards
• Customer System Maintenance:
  • Manage and maintain accurate data within the Customer’s Business Profile
  • Ensure a healthy credit limit is maintained
  • Maintain valid and accurate rates loaded into 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 the claims portal system

• 2+ years of forwarding experience
• 1+ year 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 and organizational skills, including MS Office and data handling proficiency
• Proficiency in Kuehne+Nagel customer‑facing digital tools
• Understanding of freight forwarding regulations and compliance requirements
• Knowledge of GCIM Air Logistics and Kuehne+Nagel internal systems
• Eligibility:
  This position is not eligible for employment visa sponsorship. Applicants must be currently authorized to work in the United States on a full‑time basis without the need for current or future employer sponsorship.

Kuehne+Nagel provides a dynamic global work environment with opportunities for training and career mobility. The base wage is part of a competitive total rewards package that includes health and welfare benefits, a 401(k) retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles.

Kuehne+Nagel is committed to Equal Employment Opportunity ("EEO") and to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful retaliation. Kuehne+Nagel strictly prohibits all discrimination on the basis of race, ancestry, color, age, national origin, ethnicity, religious creed or belief, physical or mental disability, marital or familial status, legally protected medical condition, genetic information, military or veteran status, sex (including pregnancy, childbirth, breastfeeding, or related medical condition), gender (including gender identity and gender expression), sexual orientation, citizenship status, protected activity (such as opposition to or reporting of prohibited discrimination or harassment).

Kuehne+Nagel will also make reasonable accommodations for disabled applicants and employees, including accommodations for pregnancy and childbirth, and for the sincerely held religious beliefs of applicants and employees depending upon individual circumstances unless such accommodation would create an undue hardship on Kuehne+Nagel.