Air Logistics Customer Care Manager, Key Accounts

Who We Are

Kuehne+Nagel is a global leader in logistics, specialising in innovative supply chain solutions.

At Kuehne+Nagel Australia, we pride ourselves on fostering an inclusive and respectful culture where collaboration thrives, and every voice is valued. Recognised as a Great Place to Work for multiple years, we are committed to excellence and innovation. Join a company that supports your growth, empowers you to make an impact, and helps shape the future of logistics.

The Role

Every customer relationship begins with understanding, trust, and exceptional service. As an Air Logistics Customer Care Manager, Key Accounts, you'll be the key connection between our customers and our operations, ensuring expectations are understood, commitments are delivered, and opportunities for improvement are continuously identified.

You'll combine customer insight with operational expertise to drive service excellence across strategic accounts. From customer onboarding and implementation to performance reviews and issue resolution, you'll ensure every stage of the customer journey is managed with precision, transparency, and care.

This position is not just about managing customer accounts; it's about creating long-term value for customers and the business, aligning operational performance with customer expectations, and contributing to the growth and success of our air logistics operations.

Responsibilities

• Drive customer excellence: Participate in customer implementation and onboarding activities, ensuring customer expectations, agreed processes, and operational requirements are fully understood before commencing operations.

• Strengthen partnerships: Act as the bridge between customers and Customer Care teams, building trusted relationships while balancing customer requirements with business objectives.

• Deliver solutions: Establish and maintain standard operating procedures, reporting structures, and customer deliverables to ensure service performance is monitored and continuously improved.

• Collaborate internally: Work closely with Customer Care, Sales, Pricing, Customer Solutions, Product stakeholders, and the overseas network to ensure seamless service delivery.

• Drive continuous improvement: Identify opportunities for automation, productivity improvement, cost savings, and operational enhancements that improve customer outcomes and efficiency.

• Support business growth: Partner with development teams to identify growth opportunities within existing customer accounts and maximise return on investment.

• Customer excellence: Lead customer reviews, proactively manage claims and incident follow-up, and ensure a positive customer experience at every touchpoint.

Requirements

• Experience in freight forwarding, ideally within Air Logistics.

• Strong decision-making and problem-solving capabilities.

• Exposure to leadership responsibilities and/or account management experience.

• Strong understanding of customer service operations and stakeholder management.

• Strong collaboration skills and team-oriented mindset.

• Customer-centric with a service excellence mindset.

• Self-motivated, proactive, and collaborative.

• Results-oriented with a continuous improvement mindset.

• Strong business judgement, accountability, and integrity.

Why join Kuehne+Nagel?
At Kuehne+Nagel, you’ll be part of a global logistics leader where your contribution matters. We offer a supportive, inclusive and flexible workplace, with opportunities to grow your career, make an impact, and be rewarded along the way. 

Along with a competitive remuneration package, our benefits include:

• Flexible work arrangements to support work-life balance

• Inclusive paid parental leave for all parents

• Career development through extensive learning and development opportunities

• Novated leasing and EV car subscription options

• Employee discounts, rewards and recognition programs

• Private health insurance discounts

• Corporate uniform allowance

• Charity and volunteering opportunities to give back to the community

• A collaborative culture with the strength of a global network