Air Logistics Healthcare Customer Care Manager

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. And 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.

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The Customer Care Manager is responsible for leading and developing Customer Care teams at the national or local level to deliver exceptional customer experiences, drive customer retention and growth, and maximize profitability. Serving as a key advocate for customer success, this role combines strong people leadership, commercial ownership, and customer engagement to ensure service excellence across all interactions. By fostering a customer-centric culture, collaborating with internal and external stakeholders, and proactively addressing customer needs, the Customer Care Manager ensures efficient, effective, and consistent service delivery. Through direct customer interaction and continuous team development, the role strengthens customer loyalty, enhances satisfaction, supports business growth, and aligns customer care operations with the organization's overall strategic objectives.

How you create impact

• Lead and develop Customer Care teams to deliver exceptional customer service, customer retention, business growth, and profitability.

• Drive customer ownership strategies and ensure achievement of Customer Care KPIs and performance objectives.

• Manage customer portfolios by allocating accounts based on customer size, complexity, and service requirements.

• Lead change management initiatives and foster a culture of customer-centricity, accountability, and continuous improvement.

• Build and maintain strong customer relationships through proactive communication and stakeholder engagement.

• Identify growth opportunities through upselling and cross-selling logistics products and services.

• Oversee spot quotations, customer profitability management, and commercial performance initiatives.

• Monitor service delivery, customer commitments, transit times, and overall customer satisfaction.

• Support new customer onboarding and implementation activities while ensuring regulatory and compliance requirements are met.

• Maintain accurate customer data, rates, business profiles, and credit-related information.

• Manage customer complaints, claims, and escalations, ensuring timely resolution and positive customer outcomes.

• Collaborate with Sales, Operations, Revenue Care, Pricing, Procurement, and other internal stakeholders to deliver seamless customer solutions.

What we would like you to bring

• Bachelor's degree in Supply Chain Management preferred.

• Degree or diploma in Freight Forwarding, Logistics, or a related field preferred.

• 2-5 years of Freight Forwarding experience.

• 2-5 years of Air Logistics experience.

• 2-5 years of leadership experience managing direct and/or virtual teams.

• Strong commercial mindset with the ability to drive customer growth, retention, and profitability.

• Excellent customer service, relationship management, and communication skills.

• Knowledge of air import/export operations and shipment execution.

• Strong analytical, organizational, and data management capabilities.

• Proficiency in Microsoft Office and customer-facing digital platforms.

• Understanding of freight forwarding regulations, compliance requirements, and logistics systems.

• Proven leadership skills with experience coaching, developing, and motivating teams.

• Strong stakeholder management and cross-functional collaboration abilities.

• Solution-oriented approach with strong problem-solving and decision-making skills.

• Adaptable, self-driven, and able to thrive in a fast-paced environment.

• Customer-focused mindset with a commitment to delivering exceptional customer experiences.

• Fluent English and local language proficiency required.

What's in it for you

At Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. Base wage is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data. #LI-SB1

Kuehne+Nagel participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

Artificial Intelligence (AI) tools may be used to assist in specific process [e.g., screening applications, interview scheduling]. These tools analyze information to support decision-making, but final decisions are made by human reviewers.

Who we are

Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world.

As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine.

We kindly advise that placement agencies refrain from submitting unsolicited profiles. Any submissions of candidates without prior signed agreement will be considered our property and no fees will be paid.

Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: [email protected] with the nature of your request. We will answer your inquiry within 24 hours.