Air Logistics Customer Care Manager FA-C

1 month ago

Washington, United States Kuehne Nagel Full time
Are you thinking about advancing your career with one of the most successful logistics organizations worldwide? Here at Kuehne+Nagel, our Washington is looking for a new Customer Care Manager to join our Air Logistics team. Your Role The Air Logistics Customer Care Managerâs main responsibility is to provide outstanding customer service to our clients by implementing and managing the Customer Care strategy on a location level as well as continuously optimizing the customer service procedures, developing team members; collaborating and alignment with the HUB teams; and measuring established and agreed goals/targets/KPIs. The location manager is leading the Customer Care Location team who are responsible for direct interaction with our customers, encompassing but not limited to; proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centers (OCCâs) have all of the necessary information (including systematic information) to be able to execute on our customers behalf. Your Responsibilities
  • Provide leadership and direction to the Customer Care Location organization
  • Manage7+ direct 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 Kuehne+Nagel 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
Your Skills and Experiences
  • 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 
Good Reasons to Join 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. The target salary range for this position is between $85K and $105K. Base salary is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and 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. #LI-KR1

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