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Air Logistics Customer Care Team Leader

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Chennai, Tamil Nadu, India Kuehne Nagel Full time

You will be part of our Air Logistics team, adding your expertise + skills to the delivery of customer excellence.

Your Role You will be leading, directing + optimizing your local customer care team (CCL) to continuously provide customer
excellence + sustainable growth across your scope of responsibility.

Utilizing your strong forwarding + market knowledge, you will drive service improvement activities, to ensure customer satisfaction with our products, services + features.

Your Responsibilities ● To focus on customer engagement, satisfaction, retention + reactivation through high levels of service
quality, close collaboration with operational + commercial key stakeholders, along with air logistics
management to optimize the customer experience.

  • To own, monitor + drive all sales activities.
  • To ensure best-in-class customer onboarding.
  • To focus on continuous improvement of processes + controls ensuring complete + correct customer
contact data, service data + changes in our systems including customer reporting for SME customers.

  • To actively manage interfaces + the exchange of information, knowledge + data with your team + other
stakeholders involved to ensure effective, efficient shipment management.

  • To prioritize customer complaint management, ensuring a consistent delivery against the customer promise.
  • To ensure close cooperation with the Operational Care Center (OCC) as well as the Revenue Care Center
(RCC) to optimize the customer experience.

  • To ensure delivery against all financial targets + strategic objectives of your CCL. Your Skills and Experiences