Air Logistics Customer Care Manager

KUEHNE NAGEL INC; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

A leading company in logistics is seeking an Airfreight Manager for its Customer Care team in Riyadh. This role focuses on optimizing customer service strategy and leading a team to ensure service excellence. The ideal candidate will have proven experience in air logistics, strong leadership skills, and a customer-centric mindset.

Qualifications

• Proven experience and high level of knowledge within Air Logistics Forwarding.
• Strong leadership skills including structure and driving solutions.
• Fluency in spoken and written English.

Responsibilities

• Provide leadership and direction to the Customer Care Location organization.
• Manage interfaces and information exchange between customers and KN teams.
• Focus on continuous improvement on processes and controls.

Skills

Leadership

Problem-solving

Interpersonal skills

Organisational skills

Customer-focused

Job description

JOB DESCRIPTION
It's more than a job
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. But that is not all. 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.

You will be joining our Customer Care Team to add your leadership expertise + skills to the delivery of Customer Excellence.
As Airfreight Manager, Customer Care Location, is responsible for implementing and managing the Customer Care strategy at the location level, as well as continuously optimizing customer service to achieve customer excellence. The job holder is leading the Customer Care Location team who are responsible for direct interaction with our customers, encompassing but not limited to; proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centers have all of the necessary information to be able to execute on our customers behalf.
How you create impact
• To provide leadership and direction to the Customer Care Location organization and to take ownership and ensure the implementation of a Customer Care strategy in the location.
• To ensure close cooperation with Branch management as well as Operational/Revenue Care Center managers and teams for an optimized customer experience.
• To actively manage interfaces and information/knowledge exchange between our customers and amongst KN teams.
• To focus on continuous improvement on processes and controls, aiming for a consistent customer-centric model.
• To focus on customer retention for the Airfreight account portfolio and to develop and onboard new customer opportunities, including direct visits to customers.
• To focus on customer satisfaction through a high level of service quality.
• To ensure service excellence by leveraging a high level of forwarding and market knowledge.
What we would like you to bring
• Proven experience and a high level of knowledge within Air Logistics Forwarding.
• Strong Leadership skills including structure, driving solutions, and coaching.
• Problem-solving ability and record of executing effective decisions.
• Effective interpersonal skills with the ability to build strong relationships with both internal and external stakeholders.
• Excellent organisational skills, very good time management skills with the ability to set priorities, fulfil critical tasks in time, and keep to deadlines
• Highly customer-focused with commercial acumen
• Demonstrate a change management mindset to cope with change and embrace new technologies
• Fluency in spoken and written English.

Company Industry

• Logistics
• Transportation
• Warehousing
• Courier

Department / Functional Area

• Helpdesk
• Customer Service
• Telecalling

Keywords

• Air Logistics Customer Care Manager

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