Job Description
You will be joining our Customer Care Team to add your leadership expertise + skills to the delivery of Customer Excellence.
Your Role You will be leading, directing + optimizing your local customer care team (CCL) to continuously provide customer excellence + sustainable growth across your scope of responsibility. Utilizing your strong forwarding + market knowledge, you will drive service improvement activities, to ensure customer satisfaction with our products, services + features. Customer care manager is responsible for above activities +responsible for Air freight P&L for the Branch. 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 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.
- Customer ownership and engagement, frequent calls, visits, M/QBRs - "feel the mood" of your customers.
- Commercial engagement - spot quotations and upselling of services and products.
- Customer implementation - CCL supports or leads.
- Service excellence - pro-active customer communication.
- Customer retention.
- Claims handling.
- Customer feedback management - listen to your customers.
Your Skills and Experiences
- Minimum of 10 years of freight forwarding experience, in air logistics and customer handling.
- Good understanding of air freight operations and logistics processes.
- Ability to resolve issues and provide solutions to customers promptly.
Good Reasons to Join As an employer, Kuehne+Nagel stands for equal opportunity and we are committed to diversity in our teams with regards to people with disabilities. We believe that you can make a valuable contribution to Kuehne+Nagel and look forward to receiving your application.
