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Air Logistics Customer Care Manager

Kuehne+NagelPenang, Pulau Pinang, Malaysia

19 days ago

Job description

JOB DESCRIPTION You will be joining our Customer Care Team to add your leadership expertise + skills to the delivery of Customer Excellence.

Your Role

You will be leading, directing + optimizing your local customer care team (CCL) to continuously provide customer excellence + sustainable growth across your scope of responsibility. Utilizing your strong forwarding + market knowledge, 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

At least 8 to 10 years proven experience in customer care management, preferably in air logistics.

Strong understanding of customer engagement, satisfaction, and retention strategies.

Excellent communication and collaboration skills.

Ability to drive sales activities and manage customer onboarding processes.

Experience in process improvement and data management.

Strong problem-solving skills and ability to manage customer complaints effectively.

Ability to work closely with various teams to ensure a seamless customer experience.

Financial acumen to meet targets and strategic objectives.

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Manager Logistic • Penang, Pulau Pinang, Malaysia