Air Logistics Customer Care Manager

The Role

Behind every customer interaction lies a promise: that their needs will be heard, their shipments will be managed with precision, and their business will grow with us. As an Air Logistics Customer Care Manager, you are the guardian of that promise.

This role is about more than managing KPIs or allocating accounts. It’s about leading with passion, inspiring your team, and ensuring every customer feels valued. You’ll be the voice of reliability, the driver of growth, and the mentor who empowers your team to put customers at the heart of everything they do. Every decision you make, every conversation you lead, becomes part of a bigger story one where customers experience excellence, trust, and partnership.

Responsibilities

• Lead the journey: Inspire and manage national/local Customer Care teams, ensuring they deliver service and satisfaction at the highest level.

• Shape customer growth: Drive retention and upselling opportunities, turning relationships into long-term partnerships.

• Balance profitability: Own profitability management, lead improvement actions, and ensure sustainable business outcomes.

• Guide onboarding: Support new customers through implementation processes, compliance, and smooth integration.

• Resolve challenges: Handle complaints with empathy, escalate when needed, and ensure claims are resolved effectively.

• Keep promises: Monitor transit times, commercial conditions, and ensure commitments are met.

• Maintain precision: Safeguard data accuracy, credit limits, and system integrity to keep operations seamless.
  

Requirements

• 6-8years in forwarding and air logistics

• 2–5 years in a leadership role 

• Commercial mindset and acumen

• Customer communication & escalation management

• Relationship management and service excellence

• Air logistics shipment execution (import/export)

• Analytical and organisational skills (MS Office, data handling)

• Compliance awareness in freight forwarding regulations
  

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