Air Logistics Customer Care Supervisor

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. 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 This position is not eligible for employment visa sponsorship. Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future employer sponsorship. * 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. This position is not eligible for employment visa sponsorship. Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future employer sponsorship. 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.