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Are you passionate about delivering exceptional service and managing client relationships in the dynamic world of freight forwarding? If so, we have an exciting opportunity for you! We are a leading freight forwarding company dedicated to providing efficient and reliable logistics solutions to our clients worldwide. With our commitment to excellence and innovation, we strive to exceed customer expectations and ensure seamless supply chain operations?

Your Role

You will be responsible for leading, directing + optimizing your customer care team (CCL) to continuously provide customer excellence + sustainable growth across your scope of responsibility.

Your Responsibilities

• To deliver + reinforce our CCL core competencies.

• To conduct regular conversations with all direct reports to discuss + ensure traction on delivering performance + development goals.

• To ensure the best-in-class customer onboarding + relationship management.

• 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 conduct daily + weekly stand-up meetings with your team to identify + resolve business issues.

• To focus on continuous improvement of processes + controls, including customer complaint management + service recovery, aiming for a consistent delivery + fulfilling the customer promise.

• To anchor the usage + improvements of CCL core systems.

• To drive customer adoption of our eco-system.

Your Skills and Experiences

• Min 5 years logistics experience – with in depth exposure to Sea Logistics operations, preferably from international freight forwarding background

• Previous experience leading and coaching team members is highly advantageous; the desire and passion to lead people is essential

• Experience in complaint escalation and the ability to transfer this skill to your team

• Ability to think outside the square, solve problems and remain calm under pressure

• Strong organisational skills including the ability to prioritise tasks, effective time management and a high level of accuracy

• Excellent communication skills, both written and verbal

• Impeccable interpersonal skills and the ability to collaborate positively and constructively with multiple stakeholders

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.