Air Logistics Customer Care Manager

Full-time - Manager

Charlotte, NC

Support Activities for Transportation

About the position

The Air logistics Customer Care Location Manager's 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 (OCC's) have all of the necessary information (including systematic information) to be able to execute on our customers behalf.

Responsibilities

• Provide leadership and direction to the Customer Care Location organization
• Manage 4+ direct reports and 10+ indirect 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 KN 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 Sub-Area manager
• Schedule: Monday-Friday 9am-5pm

Requirements

• 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

Benefits

• Great compensation and medical/dental benefits package
• Employee discounts
• Tuition reimbursement
• Excellent training programs
• Fun and interesting global work environment