Customer Care Manager

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

How you create impact

Utilizing your strong forwarding + market knowledge, you will drive service improvement activities, to ensure customer satisfaction with our products, services + features.

• 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 prioritize customer complaint management, ensuring a consistent delivery against the customer promise.
• To ensure close cooperation with the Operational Care Center (OCC) as well as the Revenue Care Center (RCC) to optimize the customer experience.
• To ensure delivery against all financial targets + strategic objectives of your CCL.
  

What we would like you to bring

• 5–7 years of experience in customer care, logistics, or operations, with 2–3 years in a leadership role.
• Strong knowledge of freight forwarding and air logistics.
• Excellent communication and teamwork skills.
• Proven ability to drive customer satisfaction, retention, and reactivation.
• Experience in managing sales activities within a customer service environment.
• Skilled in customer complaint resolution and service recovery.
• Strong analytical and continuous improvement capabilities.
• Accuracy in managing customer data and reporting, especially for SME customers.
• Proficient in using CRM systems and customer service tools.
• Bachelor's degree in Business, Logistics, Supply Chain, or a related field (preferred).
  

What's in it for you

• Join a global logistics leader with strong industry reputation.
• Grow your career with training and internal advancement.
• Lead and make an impact in a high-visibility role.
• Work with modern tools in a digital-first environment.
• Be part of a supportive, team-oriented culture.
  

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.