Air Logistics Customer Care Manager

About the role

As a member of the Freight Forwarding team at Kuehne+Nagel, you will play a key role in transporting goods, optimizing processes, and fulfilling our customers' promises. The Customer Care Manager is responsible for leading and developing Customer Care teams at the national or local level to deliver exceptional customer experiences, drive customer retention and growth, and maximize profitability. Serving as a key advocate for customer success, this role combines strong people leadership, commercial ownership, and customer engagement to ensure service excellence across all interactions. By fostering a customer-centric culture, collaborating with internal and external stakeholders, and proactively addressing customer needs, the Customer Care Manager ensures efficient, effective, and consistent service delivery. Through direct customer interaction and continuous team development, the role strengthens customer loyalty, enhances satisfaction, supports business growth, and aligns customer care operations with the organization's overall strategic objectives.

Responsibilities

• Lead and develop Customer Care teams to deliver exceptional customer service, customer retention, business growth, and profitability.
• Drive customer ownership strategies and ensure achievement of Customer Care KPIs and performance objectives.
• Manage customer portfolios by allocating accounts based on customer size, complexity, and service requirements.
• Lead change management initiatives and foster a culture of customer-centricity, accountability, and continuous improvement.
• Build and maintain strong customer relationships through proactive communication and stakeholder engagement.
• Identify growth opportunities through upselling and cross-selling logistics products and services.
• Oversee spot quotations, customer profitability management, and commercial performance initiatives.
• Monitor service delivery, customer commitments, transit times, and overall customer satisfaction.
• Support new customer onboarding and implementation activities while ensuring regulatory and compliance requirements are met.
• Maintain accurate customer data, rates, business profiles, and credit-related information.
• Manage customer complaints, claims, and escalations, ensuring timely resolution and positive customer outcomes.
• Collaborate with Sales, Operations, Revenue Care, Pricing, Procurement, and other internal stakeholders to deliver seamless customer solutions.

Requirements

• Bachelor's degree in Supply Chain Management preferred.
• Degree or diploma in Freight Forwarding, Logistics, or a related field preferred.
• 2-5 years of Freight Forwarding experience.
• 2-5 years of Air Logistics experience.
• 2-5 years of leadership experience managing direct and/or virtual teams.
• Strong commercial mindset with the ability to drive customer growth, retention, and profitability.
• Excellent customer service, relationship management, and communication skills.
• Knowledge of air import/export operations and shipment execution.
• Strong analytical, organizational, and data management capabilities.
• Proficiency in Microsoft Office and customer-facing digital platforms.
• Understanding of freight forwarding regulations, compliance requirements, and logistics systems.
• Proven leadership skills with experience coaching, developing, and motivating teams.
• Strong stakeholder management and cross-functional collaboration abilities.
• Solution-oriented approach with strong problem-solving and decision-making skills.
• Adaptable, self-driven, and able to thrive in a fast-paced environment.
• Customer-focused mindset with a commitment to delivering exceptional customer experiences.
• Fluent English and local language proficiency required.

Benefits

At Kuehne+Nagel, we offer a dynamic global work environment with opportunities for excellent training programs and career mobility. Base wage is part of a competitive total rewards package that includes:

• Health and welfare benefits
• 401k retirement savings plan
• Tuition reimbursement
• 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.