Regional Director, Air Logistics Customer Care - Eastern Canada

Kuehne Nagel; Montreal; On-site; CAD 75,000 - 95,000; Full time

Benefits offered by this job

Compensation and medical/dental benefits

Employee discounts

Tuition reimbursement

Excellent training programs

Job summary

Kuehne+Nagel is seeking an Air Logistics Customer Care Manager in Montreal, Canada. This role involves leading a customer care team to deliver exceptional experiences and ensuring effective service delivery. You will be responsible for customer growth and alignment with commercial objectives.

The ideal candidate has a Bachelor’s degree, at least 5 years of experience in freight forwarding, and strong leadership skills. The role offers great benefits and potential for career growth within the logistics industry.

Qualifications

• 5+ years of experience in freight forwarding, preferably in Air Logistics.
• 5+ years of leadership experience managing teams (direct or virtual).
• Fluency in French (spoken and written) is required.

Responsibilities

• Lead and manage Customer Care teams to drive customer growth, retention, and satisfaction.
• Implement and oversee the customer ownership model to ensure consistent service delivery.
• Drive change management initiatives to enhance team effectiveness and customer experience.

Skills

Leadership

Customer communication

Analytical skills

Organizational skills

Commercial mindset

Education

Bachelor’s degree in Supply Chain, Logistics, or a related field

Tools

MS Office

Logistics systems

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. 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.

We are seeking a customer-focused and results-driven Air Logistics Customer Care Manager to lead and develop our Customer Care team. In this role, you will be responsible for delivering exceptional customer experiences, driving growth and retention, and maximizing customer profitability across your portfolio. You will serve as a key leader within the Air Logistics organization, ensuring seamless service delivery, strong customer relationships, and alignment with commercial objectives. This is an ideal opportunity for a logistics professional with strong leadership skills and a passion for customer excellence.

How you create impact

• Lead and manage Customer Care teams to drive customer growth, retention, and satisfaction
• Implement and oversee the customer ownership model to ensure consistent service delivery
• Allocate customer portfolios based on complexity, size, and workload to optimize team performance
• Achieve and exceed defined KPIs and performance targets for Customer Care operations
• Drive change management initiatives to enhance team effectiveness and customer experience
• Lead commercial management activities including customer growth analysis, retention strategies, and upselling
• Manage spot quotations and follow-up activities to maximize conversion and revenue
• Own customer profitability and collaborate internally to improve financial performance
• Ensure clear and effective customer communication, including shipment updates and issue resolution
• Monitor service delivery against customer promises (transit times, service levels, and conditions)
• Oversee onboarding of new customers and ensure smooth implementation processes
• Maintain accurate customer data, pricing, and system records to support operations
• Manage customer disputes, complaints, and claims through to resolution, ensuring a positive experience
• Collaborate with cross-functional stakeholders to deliver seamless end-to-end customer solutions

What we would like you to bring

• Bachelor’s degree in Supply Chain, Logistics, or a related field preferred
• 5+ years of experience in freight forwarding, preferably in Air Logistics
• 5+ years of leadership experience managing teams (direct or virtual)
• Strong commercial mindset with experience in customer growth, retention, and profitability management
• Proven ability in customer communication, escalation handling, and relationship management
• Solid understanding of air freight operations, shipment execution, and monitoring
• Strong analytical and organizational skills, including proficiency in MS Office and logistics systems
• Knowledge of freight forwarding regulations and compliance requirements
• Excellent leadership, interpersonal, and change management skills
• Customer-centric mindset with the ability to balance service excellence and commercial outcomes
• Fluency in French (spoken and written) is required for this position

What's in it for you

There has never been a better time to work in logistics. Bring your skills to an industry that offers stability and international career growth. We offer a great compensation and medical/dental benefits package, employee discounts, tuition reimbursement, excellent training programs, and a fun, and interesting global work environment.