Air Logistics Customer Care Manager

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

Job summary

A leading logistics company is seeking a Customer Care Team Leader to enhance customer satisfaction and drive service improvement. The ideal candidate will have extensive experience in customer care management, particularly in air logistics, with a strong ability to engage customers and lead a team towards achieving strategic objectives.

Qualifications

• 8 to 10 years of experience in customer care management, preferably in air logistics.
• Strong understanding of customer engagement and retention strategies.
• Ability to manage customer onboarding processes.

Responsibilities

• Lead and optimize the local customer care team to enhance customer experience.
• Drive sales activities and manage customer complaint effectively.
• Collaborate with key stakeholders for service improvement.

Skills

Customer engagement

Problem-solving

Communication

Collaboration

Process improvement

Sales management

Job description

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

Your Role

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

Your Responsibilities

• To focus on customer engagement, satisfaction, retention + reactivation through high levels of service quality, close collaboration with operational + commercial key stakeholders, along with air logistics management to optimize the customer experience.
• To own, monitor + drive all sales activities.
• To ensure best-in-class customer onboarding.
• 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 actively manage interfaces + the exchange of information, knowledge + data with your team + other stakeholders involved to ensure effective, efficient shipment management.
• To prioritize customer complaint management, ensuring a consistent delivery against the customer promise.
• To ensure close cooperation with the Operational Care Center (OCC) as well as the Revenue Care Center (RCC) to optimize the customer experience. To ensure delivery against all financial targets + 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.