National Road Logistics Customer Care and Operations Manager

Kuehne + Nagel AS; Montreal; Hybrid; USD 100,000 - 150,000; Full time

Job summary

Join Kuehne + Nagel as a National Road Logistics Customer Care and Operations Manager, where you will optimize processes to enhance customer satisfaction and operational efficiency in logistics. You will lead a team, manage customer care strategies, and contribute to business growth while enjoying opportunities for career development within a leading global logistics provider.

Benefits

Health benefits

401k plan

Tuition reimbursement

Incentive compensation

Qualifications

• At least 5 years in logistics (Road, Sea, Air).
• Minimum 2 years in management.
• Experience with U.S. road regulations preferred.

Responsibilities

• Manage customer relationships and service standards.
• Oversee team onboarding and productivity monitoring.
• Implement continuous improvements to customer care processes.

Skills

Team collaboration

Problem-solving

Delegation

Job description

When you work in Freight Logistics and Operations at Kuehne+Nagel, you play a key role in optimising processes and ensuring that inventory and shipments move efficiently. Your work also helps ensure that vital medicines reach patients on time and supports other essential deliveries, from wind turbines to semiconductors. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

Join Our Team in Jersey City, NJ

We are seeking a National Road Logistics Customer Care and Operations Manager to join our Road Logistics team. This role offers an opportunity to advance your career with a leading global logistics organization.

How You Create Impact

• Represent Kuehne+Nagel in the local community, managing internal and external Road Logistics Customers.
• Oversee and guide the Customer Care strategy at the local level, aiming to improve customer service standards and deliver customer excellence.
• Lead the Customer Care Location Team by strengthening relationships, onboarding new customers and team members, and addressing customer complaints promptly.
• Maintain high standards of customer service to promote customer growth, satisfaction, and retention.
• This position is hybrid, requiring work in the office 4 days a week.
• Manage department activities, set goals, and align with branch, regional, and corporate strategies.
• Establish guidelines for the Customer Care team based on Customer Care and Operational Care frameworks.
• Collaborate with branch management on P&L responsibilities.
• Monitor productivity and profitability, minimizing internal failures and additional costs.
• Respond to internal and external inquiries with rates and responses.
• Coordinate with carriers and vendors to ensure profitability.
• Act as a primary liaison with customers to understand and meet their needs, establishing KPI standards.
• Develop relationships for growth and performance management.
• Implement continuous improvements to automate processes and enhance performance.
• Coordinate with Sales for business development and client visits.
• Develop targets, implement customer onboarding, and ensure KPI and service protocol adherence.
• Stay informed on market intelligence through regular updates.
• Oversee the entire business process from inquiry to billing.

What We Would Like You to Bring

• At least 5 years of experience in Road, Sea, or Air Logistics.
• Minimum of 2 years in a managerial or supervisory role.
• Experience with U.S. road regulations is preferred.
• Familiarity with Road Logistics products and core competencies is a plus.
• Strong delegation and team collaboration skills.
• Problem-solving abilities.

What's in It for You

At Kuehne+Nagel, we strive to inspire, empower, and deliver to our customers and colleagues. We offer a dynamic global environment, excellent training programs, and career growth opportunities. The salary range for this role is $100,000 to $150,000, complemented by health benefits, a 401k plan, tuition reimbursement, and incentive compensation. Pay varies based on experience, skills, location, and other factors.

Who We Are

We believe logistics shapes everyday life, enabling essential moments worldwide. As a global leader, we provide a safe, stable environment where your career can make a difference—whether delivering medicines, developing sustainable solutions, or supporting communities. Join us and contribute to more than you can imagine.

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