Air Logistics Customer Care Manager

Kuehne & Nagel Logistics, Inc.•Bensenville, IL

66d•$130,000 - $150,000

About The Position

When you work in Air Logistics 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. How you create impact With a passion for customer service delivery, the Customer Care Manager is responsible, on national and 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.

Requirements

Bachelors' Degree in Supply Chain Management, Logistics or related discipline
5+ years experience leading Customer Service focused teams and empowering and developing team members
Extensive experience in Air Logistics, including knowledge and experience of freight forwarding, its processes and regulations
A commercial drive and mindset with strong collaboration and communication skills, and the ability to create cross-team alignment
Ability to adapt and drive change management with a customer solutions orientation toward conflict resolution
A constant drive for customer satisfaction in parallel with profitability maximization

Responsibilities

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, 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.
On-going GP analysis, in collaboration with stakeholders responsible for procurement.

Benefits

At Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility.
The target salary range for this position is between $130,000 and $150,000. Base salary is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles.
Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data.

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