Pracując w zespole operacyjnym w Kuehne+Nagel, odgrywasz kluczową rolę w optymalizacji procesów oraz zapewnianiu sprawnego przepływu zapasów i przesyłek. Ale to nie wszystko.
Dzięki Twojej pracy niezbędne leki trafiają do pacjentów na czas, a kluczowe dostawy – od turbin wiatrowych po półprzewodniki – docierają tam, gdzie są niezbędne.
W Kuehne+Nagel nasza praca to znacznie więcej, niż możesz sobie wyobrazić.
You will be joining our Customer Care Team to add your leadership expertise + skills to the delivery of Customer Excellence.
The National Sea Logistics Customer Care Manager is responsible for leading, directing, and optimizing the Customer Care Location (CCL) teams across all branches, and supporting the FS-Cs.
The ZS-C oversees the national Sea Logistics P&L and ensures effective implementation of the customer care strategy as defined by the National Sea Logistics leadership.
What we would like you to bring
Empower and enable FS-Cs to lead, guide, and optimize the local Customer Care Location (CCL) teams to continuously provide customer excellence and sustainable growth across your scope of responsibility
Drive customer engagement, satisfaction, retention and reactivation through high levels of service quality and close collaboration with operational and commercial key stakeholders, along with sea logistics management to optimize the customer experience
Manage, monitor & drive all sales activities
Provide, document and follow-up on quotations for existing business in line with the pricing strategy
Focus on continuous improvement of process controls ensuring complete & correct customer contact data, service data and changes in our systems including customer reporting for SME customers
Collaborate with Finance to adjust credit limits based on daily business development and coordinate measures in case of challenges
Focus on continuous improvement of processes and controls, including customer case management through KN Service Moments, aiming for a consistent delivery against the customer promise
Ensure close cooperation with the Operational Care Center (OCC) to optimize customer experience
Facilitate skill development and training programs for team members
Define and monitor Service Level Agreements (SLA), in KN Service Moments, addressing performance issues as needed
Monitor and ensure all CCL Teams are visiting customers (minimum 2x per week) and all interactions are logged in CRM system (CoreLog)
Ensure informed decision-making across various dimensions, supporting CCL teams
Monitor and increase automation of customers using the eTouch Automation dashboard, in collaboration with the OCC
Oversee that the CCL teams are completing the Customer Profile (CP), Business Profile, and Standard Operating Procedure (SOP) after the initial customer meeting
Ensure weekly meetings with sales representatives
What's in it for you
Extensive experience in freight forwarding and supply chain management, with a strong focus on Sea Logistics
Proven track record in project management, successfully leading initiatives from planning to execution
Several years of P&L responsibility, demonstrating financial acumen and strategic decision-making
Fluent in local language and advanced English proficiency (written and verbal)
Proven leadership experience with the ability to inspire, foster collaboration, and drive commitment while supporting team development
Extensive expertise in customer management across the full lifecycle, ensuring exceptional engagement and satisfaction.
Strong communication skills with the ability to convey ideas effectively across all levels
Highly customer-focused, dedicated to delivering tailored solutions that meet evolving needs
Strategic change management mindset, adept at leading transformations and driving continuous improvement
Willingness to drive continues improvement for people and customers
Adaptable and proactive in enhancing processes for both people and customers
Kim jesteśmy
Logistyka kształtuje nasze codzienne życie – od produktów, z których korzystamy, po opiekę medyczną, na której polegamy.
W Kuehne+Nagel Twoja praca to coś więcej niż logistyka – to umożliwianie codziennych i wyjątkowych chwil w życiu ludzi na całym świecie.
Jako globalny lider z bogatą historią i wizją przyszłości, tworzymy bezpieczne i stabilne środowisko, w którym Twoja kariera naprawdę ma znaczenie.
Niezależnie od tego, czy dostarczamy leki ratujące życie, wdrażamy ekologiczne rozwiązania transportowe czy wspieramy lokalne społeczności – to, co robisz, ma realny wpływ.
Twoja kariera to znacznie więcej, niż możesz sobie wyobrazić.Uprzejmie zalecamy, aby agencje pośrednictwa pracy powstrzymały się od przesyłania niezamówionych profili. Wszelkie zgłoszenia kandydatów bez uprzednio podpisanej umowy będą uważane za naszą własność i nie zostaną wypłacone żadne opłaty.
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