Air Logistics Customer Care Manager Pen FA-C

Kuehne + Nagel AS; Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a dynamic leader for their Customer Care Team. In this pivotal role, you will leverage your extensive experience in customer care management, particularly within air logistics, to enhance customer engagement and satisfaction. You will be responsible for optimizing processes, driving sales activities, and ensuring best-in-class customer onboarding. Your leadership will foster collaboration among operational and commercial stakeholders, ensuring a seamless customer experience. Join a forward-thinking company that values innovation and excellence in customer service, and make a significant impact on their growth and success.

Qualifications

• 8-10 years of experience in customer care management, ideally in air logistics.
• Strong understanding of customer engagement and retention strategies.

Responsibilities

• Lead local customer care team to ensure customer excellence and growth.
• Drive service improvement activities for customer satisfaction.

Skills

Customer Care Management

Customer Engagement Strategies

Communication Skills

Sales Activities Management

Process Improvement

Problem-Solving Skills

Data Management

Financial Acumen

Job description

You will be joining our Customer Care Team to add your leadership expertise and skills to the delivery of Customer Excellence.

Your Role

You will be leading, directing, and optimizing your local customer care team (CCL) to continuously provide customer excellence and sustainable growth across your scope of responsibility. Utilizing your strong forwarding and market knowledge, you will drive service improvement activities to ensure customer satisfaction with our products, services, and features.

Your Responsibilities

• Focus on customer engagement, satisfaction, retention, and reactivation through high levels of service quality, close collaboration with operational and commercial key stakeholders, along with air logistics management to optimize the customer experience.
• Own, monitor, and drive all sales activities.
• Ensure best-in-class customer onboarding.
• Focus on continuous improvement of processes and controls ensuring complete and correct customer contact data, service data, and changes in our systems including customer reporting for SME customers.
• Actively manage interfaces and the exchange of information, knowledge, and data with your team and other stakeholders involved to ensure effective, efficient shipment management.
• Prioritize customer complaint management, ensuring a consistent delivery against the customer promise.
• Ensure close cooperation with the Operational Care Center (OCC) as well as the Revenue Care Center (RCC) to optimize the customer experience and delivery against all financial targets and strategic objectives of your CCL.

Your Skills and Experiences

• At least 8 to 10 years proven experience in customer care management, preferably in air logistics.
• Strong understanding of customer engagement, satisfaction, and retention strategies.
• Excellent communication and collaboration skills.
• Ability to drive sales activities and manage customer onboarding processes.
• Experience in process improvement and data management.
• Strong problem-solving skills and ability to manage customer complaints effectively.
• Ability to work closely with various teams to ensure a seamless customer experience.
• Financial acumen to meet targets and strategic objectives.