Quick Air Logistics Operational Key Account Manager - CRM

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. By transporting medicines, toys, and important machine parts, you are not only delivering goods but also making small and big moments possible for people all around the world. At Kuehne+Nagel, your contribution counts in more ways than you can imagine.

Manage and monitor assigned customer accounts while ensuring compliance with customer requirements, company policies, and operational procedures. Serve as the primary point of contact for customer interactions and maintain a high level of customer satisfaction through proactive communication and service excellence. Work collaboratively with Operations, Sales, Gateway, Carrier Management, and other internal stakeholders to ensure customer expectations are achieved and operational objectives are met.

Responsibilities

• Manage daily customer shipment activity and maintain overall awareness of shipment status.
• Coordinate customer bookings and ensure timely execution of transportation services.
• Provide proactive shipment status updates and exception notifications.
• Investigate and resolve customer inquiries, complaints, and service failures.
• Escalate significant customer issues to Customer Care and Air Logistics management.
• Support customer reporting requirements, including KPIs, operational reviews, and service-performance metrics.
• Work closely with Operations to ensure customer standard operating procedures (SOPs) are followed.
• Assist with quotations, transportation inquiries, and service-related requests.
• Maintain customer account information and operational requirements within company systems.
• Coordinate with sales teams to support customer retention and growth opportunities.
• Ensure compliance with company policies, regulatory requirements, and customer instructions.
• Participate in business reviews and customer meetings as required.
• Identify and implement opportunities for service and process improvement.
• Maintain accurate records and documentation of customer interactions and shipment activity.

Requirements

• 3-5 years of customer service, freight forwarding, logistics, or supply chain experience.
• Experience managing customer relationships and service delivery.
• Air freight forwarding experience preferred.
• Experience with transportation management systems preferred.
• Associate's Degree, Bachelor's Degree, or equivalent work experience.
• Logistics or Supply Chain certification preferred.
• IATA and/or Dangerous Goods knowledge preferred.

Skills

• Demonstrate efficient risk assessment, problem analysis, and problem-resolution capabilities.
• Strong customer focus and relationship-building skills.
• Ability to identify root causes and communicate solutions with professionalism and diplomacy.
• Ability to organize and manage multiple priorities simultaneously.
• Strong interpersonal and communication skills.
• Excellent conflict-resolution skills.
• Strong analytical and decision-making abilities.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office Suite.
• Excellent time-management skills.
• Ability to work effectively in a fast-paced environment.
• Ability to work collaboratively across departments.
• Flexibility to support operational requirements when needed.

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.

• Health and welfare benefits.
• 401k retirement savings plan.
• Tuition reimbursement.
• Incentive compensation for eligible roles.

Pay

Base wage is part of a competitive total rewards package. 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.