Air Logistics Customer Care Supervisor

Kuehne+Nagel; Sydney; On-site; AUD 95,000 - 130,000; Full time

Benefits offered by this job

Flexible work arrangements

Parental leave

Career development opportunities

Novated leasing and EV options

Employee discounts

Job summary

Kuehne+Nagel Australia is seeking an Air Logistics Customer Care Supervisor to lead the local customer care team, including perishables, and drive service excellence in air shipments.

You will coordinate shipments, optimize capacity with carriers, and ensure compliance with air transport regulations and KN standards while delivering sustainable growth through strong forwarding knowledge and people leadership.

Qualifications

• Knowledge of freight forwarding processes and regulations.
• Team management, empowerment and development.
• Strong collaboration and communication across teams.
• Familiarity with KN’s operating model and products.
• Customer‑solutions orientation and conflict resolution skills.

Responsibilities

• Champion customer success: drive engagement, satisfaction, retention and reactivation with Field Sales and OCC.

Skills

Freight forwarding knowledge

Team management

Cross‑team collaboration

Compliance awareness

Customer care mindset

Job description

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.

Who We Are

Kuehne+Nagel is a global leader in logistics, specialising in innovative supply chain solutions. At Kuehne+Nagel Australia, we pride ourselves on fostering an inclusive and respectful culture where collaboration thrives, and every voice is valued. Recognised as a Great Place to Work for multiple years, we offer dynamic teams where innovation meets opportunity. Join us to make your mark in logistics while building a career that supports your growth and impact.

The Role

Behind every air shipment lies a promise of speed, precision, and trust. As an Air Logistics Customer Care Supervisor, you’ll be the one ensuring that promise is kept. You will supervise, direct, and optimise your local customer care team — including perishables — to continuously deliver customer excellence and sustainable growth. This role is about leading people and shaping experiences. You’ll coordinate customer shipments, optimise capacity with qualified carriers and partners, and ensure compliance with air transport regulations, finance policies, and company standards. With your strong forwarding and market knowledge, you’ll drive service improvements that enhance customer satisfaction and strengthen our position in air logistics.

Responsibilities

• Champion customer success: Drive engagement, satisfaction, retention, and reactivation in close cooperation with Field Sales and the Operational Care Centre (OCC).
• Guide the team: Supervise and develop your local Customer Care team, ensuring consistent excellence across all verticals, including perishables.
• Shape the journey: Oversee quotations, onboarding, and reporting, ensuring seamless and professional customer touchpoints.
• Solve challenges: Coordinate shipments, align deliverables with partners and suppliers, and resolve complaints with sustainable solutions.
• Drive improvement: Lead continuous process enhancements to boost service levels, efficiency, and profitability.
• Keep compliance strong: Ensure all activities meet air transport regulations, finance policies, and KN operating standards.
• Deliver results: Achieve financial targets while balancing customer satisfaction with cost awareness.

Requirements

• Knowledge and experience of freight forwarding processes and regulations.
• Commercial drive and mindset.
• Team management, empowerment, and development.
• Familiarity with KN’s standard operating model and products.
• Strong collaboration and communication skills, with the ability to create cross‑team alignment.
• Ability to adapt and drive change management.
• Customer‑solutions orientation and conflict resolution skills.
• Constant drive for customer satisfaction alongside profitability maximisation.

Why join Kuehne+Nagel?

At Kuehne+Nagel, you’ll be part of a global logistics leader where your contribution matters. We offer a supportive, inclusive and flexible workplace, with opportunities to grow your career, make an impact, and be rewarded along the way.

Along with a competitive remuneration package, our benefits include:

• Flexible work arrangements to support work-life balance
• Inclusive paid parental leave for all parents
• Career development through extensive learning and development opportunities
• Novated leasing and EV car subscription options
• Employee discounts, rewards and recognition programs
• Private health insurance discounts
• Corporate uniform allowance
• Charity and volunteering opportunities to give back to the community
• A collaborative culture with the strength of a global network

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.