Wuhan Air Logistics Customer Care Manager HB 430022

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.

How you create impact

You are accountable for:

• 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 Guidelines to grow, retain and serve the local customer base.
• 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.
  
   You will be responsible to lead and manage on a national / local scale: 
• Customer experience, delivering service and satisfaction to the highest level 
• Customer Growth, retention and serving the local customer with all their requirements 
• Maximising Customer Profitability
• The above will be achieved for your local customer by being responsible for owning the and executing proactively these daily activities: 
• Commercial Management: 1. Lead and manage customer growth & retention analysis and actions 2.Upselling of K+N services and products to support customer requirements 3.Spot quotation execution and follow up 4.Own the profitability management and lead improvement actions through internal collaboration 5.Commercial financial management to support resolution of bad debt issues 
• Relationships & Communication: 1.Commercial communication incl. customer promise impact  2.Bookings clarification communication 3.Shipment update and deviation communication
•  Customer Promise Monitoring: Deliver overall transit time and commercial conditions as promised
•  Onboarding & Fulfilment: 1.Lead or support the onboarding of new customers via our Implementation processes  2.Creation of the shipment file and completion of the shipment file preparation 3.Guide and ensure the customer is meeting our compliance and regulation standards.
• Customer System Maintenance: 1.Manage and maintain accurate data within the Customer’s Business Profile 2.Ensuring a healthy credit limit is maintained 3.Have valid and accurate rates loaded into our systems in a timely manner.
• Dispute Management: 1.Manage all customer complaints and claims with empathy through to resolution 2.Raise and follow the correct internal escalation path where applicable 3.Ensure all claims are accurately logged in our claims portal system.

What we would like you to bring 

• Leadership: Demonstrated ability to lead teams effectively, foster adaptability, support professional development, and drive successful change management initiatives within a fast paced environment demonstrating a positive, proactive and customer-centric mindset.
• Self-Driven Performance: Proactively takes full initiative in shaping their own personal performance with a self-driven mindset, consistently meeting and exceeding Global Air Logistics standards and metrics.
• Customer-Centric Mindset: Places the customer at the core of all actions, demonstrating empathy and understanding of customer needs, consistently striving to deliver an exceptional customer experience and satisfaction whist building a strong partner relationship. Maintains a relentless drive to improve customer satisfaction alongside strategic business outcomes. 
• Commercial Acumen: Owning the local customer relationship to manage their growth and retention, identify upselling opportunities, and deliver value-added solutions. Facilitate spot quotations with pro active follow-ups whilst maximising profitability with an entrepreneurial approach. 
• Collaborative Communication: Demonstrates strong interpersonal skills to foster alignment across internal teams and departments leading to deliver overall customer satisfaction. 
• Solution-Oriented Approach: Focuses on resolving customer issues effectively while balancing customer service excellence with customer profitability. 
• Adaptability: Thrives in dynamic environments and embraces change with resilience and flexibility. 

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.

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