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.
You will be joining our Customer Care Team to add your leadership expertise + skills to the delivery of Customer Excellence.
How you create impact
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.
What we would like you to bring
- 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.
- Ensure close cooperation with the Operational Care Center (OCC) as well as the Revenue Care Center (RCC) to optimize the customer experience.
- Ensure delivery against all financial targets + strategic objectives of your CCL.
What's in it for you
- Knowledge and experience of freight forwarding, its processes and regulations.
- Commercial drive and mindset.
- Team management, empowerment and development.
- 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.
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.
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