About Job

It's more than a job

When you work in Freight Logistics and Operations at Kuehne+Nagel, you play a key role in optimising processes and ensuring that inventory and shipments move efficiently. But that is not all. Your work also helps ensure that vital medicines reach patients on time and supports other essential deliveries, from wind turbines to semiconductors. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

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With a passion for customer service delivery, the Customer Care Manager is responsible, on national or location level, to manage and enhance an exceptional customer experience in accordance with the Customer Care strategy, while driving customer growth and maximizing profitability. The role drives development of Customer Care teams that leads to consistent customer excellence and satisfaction. By direct interaction with our customers and engaging with relevant stakeholders, the Customer Care Manager ensures that customer needs are met efficiently and effectively.

How you create impact

Manage account ownership to ensure the most efficient allocation within the team, as well as on-going portfolio management.
Ensure the team's active involvement with customer implementations, and drive awareness and encouragement of usage of customer facing digital solutions.
With shipment ownership, drive the most efficient way of file handling and availability of customer data and requirements, in order for stakeholder teams to deliver according to customer expectations. At the same time, ensure regulatory and compliance adherence.
Lead a strong focus on shipment monitoring and pro-active customer communication, and effectively manage customer feedback, complaints and escalations, and ensure swift corrective actions.
Manage and develop customer growth and stay on top of customer retention.
Drive maximization of profitability with a high focus on spot quotation execution and fast response time, and by upselling and promoting KN products. And on-going GP analysis, as well as liaising with stakeholders responsible for procurement.

What we would like you to bring

Knowledge and experience of freight forwarding, its processes and regulations
Bachelors degree in Supply Chain Management / Freight Forwarding / Logistics (Preferred)
Minimum of 2 years experience in Air Logistics Experience
Minimum of 2 years of Customer Service Management experience
Commercial drive and mindset
Team management, empowerment and development
Knowledge of KN standard operating model and products
Strong collaboration and communication skills, with the ability to create cross-team alignment.
Ability to adapt and drive change management. Customer solutions orientation and conflict resolution.
A constant drive for customer satisfaction in parallel with profitability maximization.

What's in it for you

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 ensure competitive and fair pay based on industry market data.

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. #LI-SB1

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.