Customer Care Manager

JOB DESCRIPTION You will be leading, directing + optimizing your local customer care team (CCL) to continuously provide customer excellence + sustainable growth across your scope of responsibility.

Your Role

You will drive service improvement activities to ensure customer satisfaction with our products, services + features.

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.

Your Skills and Experiences

Strong leadership skills Focus on customer + stakeholder relationships Strong time management Having knowledge across our operations Fluent in English
About Kuehne + Nagel
With over 78,000 employees at some 1,300 locations in over 100 countries, the Kuehne + Nagel Group is one of the world’s leading logistics companies.
As an employer, Kuehne + Nagel stands for equal opportunity and we are committed to diversity in our teams with regard to people with disabilities. We believe that you can make a valuable contribution to Kuehne + Nagel and look forward to receiving your application.