As a member of the Freight Forwarding team Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. And by transporting medicines, toys and important machine parts, you are not only delivering goods, you are making small and big moments possible for people all around the world. At Kuehne+Nagel, our contribution counts in more ways than we imagine.
We are seeking a customer-focused and results-driven Air Logistics Customer Care Manager to lead and develop our Customer Care team. In this role, you will be responsible for delivering exceptional customer experiences, driving growth and retention, and maximizing customer profitability across your portfolio.
You will serve as a key leader within the Air Logistics organization, ensuring seamless service delivery, strong customer relationships, and alignment with commercial objectives. This is an ideal opportunity for a logistics professional with strong leadership skills and a passion for customer excellence.
- Lead and manage Customer Care teams to drive customer growth, retention, and satisfaction
- Implement and oversee the customer ownership model to ensure consistent service delivery
- Allocate customer portfolios based on complexity, size, and workload to optimize team performance
- Achieve and exceed defined KPIs and performance targets for Customer Care operations
- Drive change management initiatives to enhance team effectiveness and customer experience
- Lead commercial management activities including customer growth analysis, retention strategies, and upselling
- Manage spot quotations and follow-up activities to maximize conversion and revenue
- Own customer profitability and collaborate internally to improve financial performance
- Ensure clear and effective customer communication, including shipment updates and issue resolution
- Monitor service delivery against customer promises (transit times, service levels, and conditions)
- Oversee onboarding of new customers and ensure smooth implementation processes
- Maintain accurate customer data, pricing, and system records to support operations
- Manage customer disputes, complaints, and claims through to resolution, ensuring a positive experience
- Collaborate with cross-functional stakeholders to deliver seamless end-to-end customer solutions
If you require an accommodation for the recruitment /interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs. This job posting relates to an available role and not a future talent pool.
- Bachelor’s degree in Supply Chain, Logistics, or a related field preferred
- 5+ years of experience in freight forwarding, preferably in Air Logistics
- 5+ years of leadership experience managing teams (direct or virtual)
- Strong commercial mindset with experience in customer growth, retention, and profitability management
- Proven ability in customer communication, escalation handling, and relationship management
- Solid understanding of air freight operations, shipment execution, and monitoring
- Strong analytical and organizational skills, including proficiency in MS Office and logistics systems
- Knowledge of freight forwarding regulations and compliance requirements
- Excellent leadership, interpersonal, and change management skills
- Customer-centric mindset with the ability to balance service excellence and commercial outcomes
- Fluency in French (spoken and written) is required for this position
There has never been a better time to work in logistics. Bring your skills to an industry that offers stability and international career growth. We offer a great compensation and medical/dental benefits package, employee discounts, tuition reimbursement, excellent training programs, and a fun, and interesting global work environment. #LI-UT1
Artificial Intelligence (AI) tools may be used to support portions of the recruitment process, such as reviewing application materials or assisting with scheduling. These tools analyze information to help inform decision making; however, all hiring decisions are made by human reviewers.
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.
