Air Logistics Customer Care Manager

It's more than a job

As a member of the Freight Forwarding team Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. And by transporting medicines, toys and important machine parts, you are not only delivering goods, you are making small and big moments possible for people all around the world. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

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Lead Customer Success. Drive Growth. Elevate the Customer Experience.

At Kuehne+Nagel , we believe exceptional customer experiences are the foundation of long-term business success. We're seeking an experienced Air Logistics Customer Care Manager to lead our Customer Care team, strengthen customer relationships, and drive service excellence across our air freight business.

This is a high-impact leadership opportunity for a customer-focused air freight professional who combines strong operational knowledge with commercial awareness and a passion for developing people. You'll oversee a team of Customer Care Specialists, champion customer ownership, drive retention and growth strategies, and serve as a key partner between customers, sales, and operations.

How you create impact

• Lead, coach, and develop a team of Air Logistics Customer Care professionals.
• Foster a customer-centric culture focused on service excellence, responsiveness, and continuous improvement.
• Build and maintain strong customer relationships while ensuring high levels of customer satisfaction and retention.
• Serve as the primary escalation point for customer concerns and ensure timely resolution.
• Partner closely with Air Logistics Operations teams to deliver seamless customer experiences.
• Drive customer growth, retention, and profitability initiatives across assigned accounts.
• Identify upselling and cross-selling opportunities within Kuehne+Nagel's service portfolio.
• Monitor customer performance metrics, analyze trends, and implement improvement plans.
• Manage customer portfolios and resource allocation to ensure balanced workloads and service consistency.
• Support commercial activities, including spot quotations, account reviews, and customer business development opportunities.
• Lead change management initiatives and promote customer ownership best practices across the organization.
• Ensure compliance with company policies, industry regulations, and customer requirements.

What we would like you to bring

• 2-5 years of experience in freight forwarding, logistics, or air cargo operations.
• 2-5 years of leadership experience, including direct and/or virtual team management.
• Air freight forwarding experience required, with strong knowledge of international air import and export operations.
• Proven success leading customer service, customer care, account management, or operational support teams within a logistics environment.
• Demonstrated ability to build and maintain customer relationships while delivering measurable commercial results.
• Strong commercial and business acumen with the ability to identify growth opportunities, drive customer value, and support customer retention initiatives.
• Experience managing customer escalations, service recovery efforts, and continuous improvement programs.
• Customer relationship management expertise, including proactive communication and stakeholder engagement.
• Ability to interpret performance metrics, manage KPIs, and make data-driven decisions to improve customer satisfaction and profitability.
• Strong collaboration skills with the ability to partner effectively across sales, operations, pricing, and other cross-functional teams.
• Excellent communication, leadership, problem-solving, analytical, and organizational skills.
• Experience working with logistics management systems, transportation management platforms, and digital customer solutions.
• Understanding of freight forwarding regulations, compliance requirements, and industry best practices.
• Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or a related field preferred. Equivalent industry experience will also be considered.
• Freight forwarding, logistics, or industry-recognized certifications are a plus.
• Experience within specialized verticals such as Healthcare, Aerospace, High-Tech, or General Air Freight is advantageous.
• Knowledge of Kuehne+Nagel systems, processes, and operating environments is a plus.

What's in it for you

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. 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.

Artificial Intelligence (AI) tools may be used to assist in specific process [e.g., screening applications, interview scheduling]. These tools analyze information to support decision-making, but final decisions are made by human reviewers.

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.