Air Logistics Customer Care Manager

About the role

As the Air Logistics Customer Care Manager at Kuehne+Nagel, you will lead and develop a Customer Care team while serving as the primary driver of customer satisfaction, retention, and profitability. You will implement customer ownership strategies, manage customer portfolios, lead change initiatives, and ensure consistent delivery of Kuehne+Nagel's customer service standards. This role plays a key part in transporting goods—from medicines to machine parts—enabling meaningful moments for people worldwide.

Responsibilities

• Lead and develop Customer Care teams to deliver exceptional customer service.
• Drive customer satisfaction, retention, and loyalty initiatives.
• Foster a customer-centric culture focused on proactive communication and issue resolution.
• Ensure customer expectations and service commitments are consistently met.
• Lead customer growth and retention strategies.
• Identify upselling and cross-selling opportunities across Kuehne+Nagel's service portfolio.
• Support spot quotation management and commercial follow-up activities.
• Drive customer profitability through data-driven analysis and improvement initiatives.
• Partner with internal stakeholders to resolve commercial and credit-related issues.
• Manage customer allocation across the Customer Care team to ensure balanced workloads.
• Monitor and achieve key performance indicators (KPIs).
• Coach, mentor, and support employee development.
• Lead organizational change and drive adoption of customer ownership best practices.
• Build a high-performing team focused on continuous improvement and operational excellence.

Requirements

• 2-5 years of experience in freight forwarding or logistics.
• 2-5 years of leadership experience, including direct and/or virtual team management.
• Air logistics industry experience preferred.
• Proven success managing customer relationships and delivering commercial results.
• Bachelor's degree in Supply Chain Management, Logistics, Business, or a related field preferred.
• Freight forwarding or logistics certifications are an advantage.
• Strong commercial and business acumen.
• Customer relationship management and escalation handling expertise.
• Air freight import/export operations knowledge.
• Strong analytical and organizational skills.
• Experience working with logistics management systems and digital customer platforms.
• Understanding of freight forwarding compliance requirements.
• Knowledge of Kuehne+Nagel systems and processes is an advantage.

Benefits

• Competitive total rewards package including health and welfare benefits.
• 401k retirement savings plan.
• Tuition reimbursement.
• Incentive compensation for eligible roles.
• Dynamic global work environment with opportunities for training and career mobility.

Pay

Base wage is part of a competitive total rewards package. Individual pay may vary based on experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair compensation based on industry market data.