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.
Are you a commercially driven air logistics professional who thrives on building customer relationships, driving growth, and creating results?
At Kuehne+Nagel, we are looking for a Customer Care Manager to lead our Eastern Canada Air Logistics Customer Care organization. This is more than a traditional customer service leadership role. We are seeking a highly motivated individual who will take ownership of our customer portfolio, strengthen customer engagement, identify growth opportunities, and help drive the next phase of our commercial success in the region.
The successful candidate will bring strong industry expertise, a customer-centric mindset, and the ability to influence both customers and internal stakeholders. This role requires someone who is proactive, accountable, and energized by the challenge of creating meaningful business impact through customer retention, growth, and operational excellence.
- Lead the Eastern Canada Customer Care team, fostering a culture of accountability, urgency, collaboration, and customer ownership.
- Take full ownership of a diverse customer portfolio, driving customer retention, engagement, and profitable growth.
- Build and maintain executive-level relationships with customers, becoming a trusted advisor and strategic partner.
- Identify opportunities to recover lost business, strengthen customer loyalty, and expand market share across Eastern Canada.
- Partner closely with Sales, Key Account Management, Business Development, Trade Lane Management, and Operations teams to develop and execute growth strategies.
- Lead customer business reviews and strategic customer engagement initiatives to ensure long-term success and satisfaction.
- Drive commercial conversations, spot quotation follow-up, opportunity development, and customer retention initiatives.
- Serve as the primary escalation point for critical customer issues, ensuring timely resolution and an exceptional customer experience.
- Analyze customer performance, profitability, and growth opportunities, developing action plans that deliver measurable business results.
- Collaborate with airline partners, vendors, and operational stakeholders to optimize service delivery and customer outcomes.
- Coach and develop team members while identifying capability gaps and opportunities for continuous improvement.
- Promote a proactive approach to customer engagement, ensuring opportunities are pursued with speed, ownership, and persistence.
- Drive adoption of customer-focused best practices and contribute to the ongoing transformation of the Air Logistics organization.
- Maintain a strong understanding of industry trends, customer needs, and competitive dynamics to support business growth.
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.
- Fluency in both French and English is required.
- Experience within Air Freight, Freight Forwarding, Logistics, Airline Operations, or a closely related transportation environment.
- Strong customer-facing and commercial experience, including customer retention, business development, account management, or customer growth initiatives.
- Demonstrated ability to build relationships and influence both customers and internal stakeholders.
- Proven track record of taking ownership, solving problems, and delivering measurable business results.
- Strong commercial acumen and ability to identify growth opportunities while balancing customer satisfaction and profitability.
- Ability to thrive in a fast-paced, evolving environment and lead through change.
- Leadership experience is preferred, but candidates with strong commercial and customer engagement backgrounds will also be considered.
- Self-starter mindset with a high degree of accountability, urgency, initiative, and resilience.
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.
