You will be joining the National Air Logistics team where you will add your leadership expertise + skills to the delivery of Customer Excellence

Your Role

You will be responsible for leading, directing + optimizing your customer care team (CCL) to continuously provide customer excellence + sustainable growth across your scope of responsibility.

Your Responsibilities

• To focus on 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 own, monitor + drive all sales activities.

• To ensure best-in-class customer onboarding.

• To focus on continuous improvement of processes + controls ensuring complete + correct customer contact data, service data + changes in our systems including customer reporting for SME customers.

• 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 (RRCC) to optimize the customer experience.

• To ensure delivery against all financial targets + strategic objectives of your CCL.

Your Skills and Experiences

• Strong leadership skills + focus on customer + stakeholder relationships

• Knowledge across operations

• Experience in Logistics with P+L ownership

• Strong knowledge in Air Logistics services

• Strong leadership, market analysis and negotiation skills

• Has experience in managing multiple teams is strongly preferred

Good Reasons to Join

We offer flexible working arrangements to our employees. This includes the ability to skip the commute and work from home and also take advantage of working at multiple site locations as well as flexibility in regards to daily working hours. We will help you to achieve your goals with continuous professional development and regular career progression discussions. Emphasis is placed on our annual Individual Development Plans and is supported with both internal and external training opportunities. If you are looking for a career, not just a job then you are in the right place. We seek to make a difference today, for the people of tomorrow. Our Net Zero Carbon initiatives aims to achieve carbon neutrality for our sea freight shipments by 2030.

Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: HR.helpdesk@kuehne-nagel.com with the nature of your request. We will answer your inquiry within 24 hours.