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Air Logistics Customer Care Manager

  • Job
    Full-time
    Senior Level
  • Logistics
  • Minneapolis

AI generated summary

  • You need a bachelor's degree, 5+ years in air logistics, 3+ years in people management, and 2+ years of customer management experience for this role.
  • You lead a team, drive a customer-centric model, optimize processes, and ensure a seamless experience for air logistics customers at Kuehne Nagel.

Requirements

  • Bachelor's degree or equivalent experience
  • 5+ years of experience in Air logistics operations (imports/exports)
  • 3+ years of experience in people management
  • 2+ years of customer management

Responsibilities

  • Provide leadership and direction to the Customer Care Location organization
  • Manage 3+ direct reports and 10+ indirect reports
  • Actively drive the Kuehne Nagel experience with employees by leading staff development, growth, regular 1on1s, training, coaching and performance enablement to its fullest
  • Ensure staff follow all established procedures, provide feedback to employees, and assist them with difficult tasks
  • Ensure close cooperation with Branch management as well as Operational/Revenue Care Center managers and teams for an optimized customer experience
  • Actively manage interfaces and information / knowledge exchange between our customers and amongst KN teams
  • Focus on continuous improvement on processes and controls aiming for a consistent customer centric model
  • Identify repetitive tasks and migrate them to shared service center better allowing Customer Care staff to focus on the customer directly
  • Expand and maintain the use of automatically loaded customer rates to streamline billing process
  • Work closely with Air Process Manager to improve automation and efficiency
  • Report to Branch manager
  • Schedule: Monday-Friday 9am-5pm

FAQs

What are the main responsibilities of an Air Logistics Customer Care Manager?

The main responsibilities include providing outstanding customer service, implementing and managing the Customer Care strategy, developing team members, collaborating with HUB teams, measuring goals/targets/KPIs, and leading the Customer Care Location team.

What are the key skills and experiences required for this role?

The key skills and experiences include a Bachelor's degree or equivalent experience, 5+ years of experience in Air logistics operations (imports/exports), 3+ years of experience in people management, and 2+ years of customer management.

What is the schedule for an Air Logistics Customer Care Manager?

The schedule is Monday-Friday from 9am-5pm.

What is the reporting structure for this role?

The Air Logistics Customer Care Manager reports to the Branch manager.

How many direct and indirect reports does the Customer Care Manager manage?

The Customer Care Manager manages 3+ direct reports and 10+ indirect reports.

We shape the world of logistics by connecting people and goods through innovative and sustainable logistics solutions.

Transportation
Industry
10,001+
Employees
1890
Founded Year

Mission & Purpose

Kuehne + Nagel, a global logistics company with a significant presence in the UK, specialises in providing end-to-end logistics and supply chain solutions. Their core services encompass transportation, logistics, and supply chain management, offering tailored solutions for businesses across various industries. The ultimate mission of Kuehne + Nagel is to facilitate seamless global trade and commerce by optimising and enhancing the efficiency of supply chains. The company's purpose is to act as a strategic partner for its clients, delivering reliable and innovative logistics solutions that enable businesses to connect with markets, optimise distribution networks, and achieve operational excellence.