National Air Logistics Customer Care Manager

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Join us now! The Customer Care Manager is responsible at a cluster level for overseeing and improving exceptional customer experiences in alignment with the Customer Care strategy.

How you create impact

• Customer Care (CCL) Goal Achievement: Implement and actively manage the customer ownership model in the CCL team along with all its elements as per the CCL Roles &Responsibilities.
• Customer Allocation: Distribute the customers to the CCL team members based on customer size, complexity, and demand to ensure balanced workloads via the Celonis platform.
• Performance Management: Achieve all defined CCL KPIs and targets by actively working with the CCL Team Members.
• Change Management: Drive and manage the change with the CCL Team Members through constant engagement to deliver excellence in customer ownership.
• Leadership: You will be the main leadership driver and point of contact for your national / local CCL team/s, proactively owning the following elements and taking full accountability for their success and development.
• Managing and maintaining accurate data in the customer's business profile, ensuring appropriate credit limits, and keeping valid and timely rates updated in the system.

What we would like you to bring

• Minimum 10 years of experience in global freight forwarding
• Fluent in English (spoken and written)
• Proven experience in team management
• Solid knowledge of P&L management
• Strong commercial acumen with the ability to drive sales, including upselling and cross-selling solutions
• Experience in customer care logistics with understanding theoperations

What's in it for you

• Miscellaneous benefits such as dental, hospitalization and others
• Annual Wage Supplement (AWS)
• Training and development