It's more than a job
When you work in Freight Logistics and Operations at Kuehne+Nagel, you play a key role in optimising processes and ensuring that inventory and shipments move efficiently. But that is not all. Your work also helps ensure that vital medicines reach patients on time and supports other essential deliveries, from wind turbines to semiconductors. At Kuehne+Nagel, our contribution counts in more ways than we imagine.
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The Air Logistics Customer Care Team Leader supports the Customer Care Manager in leading and developing the local Customer Care Location (CCL) team. The primary mission is to grow, retain, and serve the local customer base by promoting strong commercial ownership, delivering exceptional service, and maximizing profitability. This role ensures alignment with Customer Care strategy, fosters customer satisfaction, and drives team performance through effective leadership and proactive customer engagement.
How you create impact
You are accountable for:
CCL Goal Achievement: Implement and actively manage the customer ownership model in the CCL team along with all its elements as per the CCL Roles & Responsibilities Guidelines to grow, retain and serve the local customer base.
Customer Allocation: Distribute the customers to the CCL team members based on customer size, complexity, and demand to ensure balanced workloads via the Celonis platform.
Performance Management: Achieve all defined CCL KPIs and targets by actively working with the CCL Team Members.
Change Management: Drive and manage the change with the CCL Team Members through constant engagement to deliver excellence in customer ownership.
Leadership: You will be the main leadership driver and point of contact for your national / local CCL team/s, proactively owning the following elements and taking full accountability for their success and development.
You will be responsible to lead and manage on a national / local scale:
Customer experience, delivering service and satisfaction to the highest level
Customer Growth, retention and serving the local customer with all their requirements
Maximising Customer Profitability
The above will be achieved for your local customer by being responsible for owning the and executing proactively these daily activities:
Commercial Management:
Lead and manage customer growth & retention analysis and actions
Upselling of K+N services and products to support customer requirements
Spot quotation execution and follow up
Own the profitability management and lead improvement actions through internal collaboration
Commercial financial management to support resolution of bad debt issues
Relationships & Communication:
Commercial communication incl. customer promise impact
Bookings clarification communication
Shipment update and deviation communication
Customer Promise Monitoring:
Deliver overall transit time and commercial conditions as promised
Onboarding & Fulfilment:
Lead or support the onboarding of new customers via our Implementation processes
Creation of the shipment file and completion of the shipment file preparation
Guide and ensure the customer is meeting our compliance and regulation standards
Customer System Maintenance:
Manage and maintain accurate data within the Customer's Business Profile
Ensuring a healthy credit limit is maintained
Have valid and accurate rates loaded into our systems in a timely manner
Dispute Management:
Manage all customer complaints and claims with empathy through to resolution
Raise and follow the correct internal escalation path where applicable
Ensure all claims are accurately logged in our claims portal system
What we would like you to bring
2+ years of forwarding experience
1+ years of leadership experience
2+ years of Air Logistics experience within a forwarding environment
Strong commercial mindset with the ability to identify growth opportunities
Proven ability in customer communication and escalation handling
Customer service excellence and relationship-building skills
Experience in Air Logistics shipment execution and monitoring (import/export)
Solid analytical and organizational skills, including MS Office and data handling proficiency
Proficiency in Kuehne+Nagel customer-facing digital tools
Understanding of freight forwarding regulations and compliance requirements
Knowledge of GCIM Air Logistics and Kuehne+Nagel internal systems
What's in it for you
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. Base wage 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-SB1
Kuehne+Nagel participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.
Who we are
Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world.
As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine.
We kindly advise that placement agencies refrain from submitting unsolicited profiles. Any submissions of candidates without prior signed agreement will be considered our property and no fees will be paid.
Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: HR.helpdesk@kuehne-nagel.com with the nature of your request. We will answer your inquiry within 24 hours.
