Road Logistics Customer Care Manager Job at Kuehne+Nagel
If you wish to further develop your career with one of the most successful logistics organizations we are looking for a new Road Logistics Customer Care Manager. This is an excellent opportunity to join our Road Logistics team. You work with and report to the area Branch Manager. #LI-Hybrid
Your Role
To Represent Kuehne+Nagel in the local community that embraces both internal and external Road Logistics Customers. The Road Logistics Customer Care Manager oversees and guides the Customer Care strategy on a local level and will look for improvements of customer service standards and help deliver customer excellence. Also, you will lead our Customer Care Location Team by strengthening internal and external customer relationships, onboarding of new Customer's and new Team members and addressing all Customer complaints urgently. Holding themselves and their Team to top Customer Excellence standards, the goal is Customer growth, satisfaction, retention, and Teamwork. This is a hybrid position that needs candidates who can work in the office 4 days a week.Your Responsibilities
- You will manage the activities of the Road Logistics Department setting goals and priorities for the department following Branch, Regional, and Corporate strategy.
- You will establish guidelines for the Customer Care team following Customer Care and Operational Care framework.
- You will work with Branch Management on P&L financial responsibility.
- Monitor productivity and profitability of the department. Avoid additional costs and expenses due to internal failure.
- You will provide rates and responses to internal and external customer inquiries.
- You will coordinate with carriers and vendors to ensure branch profitability.
- Be a primary liaison with all customers to ensure client needs are understood, establishing customer service KPI standards.
- Develop external and internal relationships to ensure growth.
- Performance management for the team and direct overall operational activities.
- Continuous Improvement: Develop processes that can be automated and will enhance daily Road Logistics Department performance.
- Business Development: Close coordination with Sales including client visits as prospects or as existing clients.
- You will develop targets; new customer implementation; follow up to ensure that KPI's are met and that customer service protocols are implemented.
- Stay up to date on market intelligence, attend regular market updates with National road logistics team.
- Oversight of the business process from initial inquiry, through to billing and FSL.
Your Skills and Experiences
- Minimum of 5 years of experience in Road, Sea, or Air Logistics
- Minimum of 2 years of experience as a manager or supervisor.
- Experience with U.S. road regulations is ideal
- Familiarity with Road Logistics products and core competences is ideal
- Ability to delegate, work with, or separate from the team
- Problem solving skills
Good Reasons to Join
We offer a great compensation package, medical, dental, and retirement benefits package, employee discounts, tuition reimbursement, excellent training programs and a dynamic global work environment. At Kuehne+Nagel we strive daily to Inspire, Empower and Deliver not only to our customers but colleagues.About Kuehne+Nagel
With over 80000 employees at some 1,300 locations in over 100 countries, the Kuehne+Nagel Group is one of the world’s leading logistics companies.
CONTACT
US Talent Acquisition
USA.Talent.Acquisition@Kuehne-Nagel.com
Kuehne+Nagel is committed to Equal Employment Opportunity (“EEO”) and to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful retaliation. Kuehne+Nagel strictly prohibits all discrimination on the basis of race, ancestry, color, age, national origin, ethnicity, religious creed or belief, physical or mental disability, marital or familial status, legally protected medical condition, genetic information, military or veteran status, sex (including pregnancy, childbirth, breastfeeding, or related medical condition), gender (including gender identity and gender expression), sexual orientation, citizenship status, protected activity (such as opposition to or reporting of prohibited discrimination or harassment. Kuehne+Nagel will also make reasonable accommodations for disabled applicants and employees, including accommodations for pregnancy and childbirth, and for the sincerely held religious beliefs of applicants and employees depending upon individual circumstances unless such accommodation would create an undue hardship on Kuehne+Nagel.
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