Air Logistics Customer Care Team Leader
2 weeks ago
Job Description
You will be part of our Air Logistics team, adding your expertise and skills to the delivery of customer excellence.
Your Role
You will be leading, directing, and optimizing your local customer care team (CCL) to continuously provide customer excellence and sustainable growth across your scope of responsibility.
Your Responsibilities
- To focus on customer engagement, satisfaction, retention, and reactivation through high levels of service quality, close collaboration with operational and commercial key stakeholders, along with air logistics management to optimize the customer experience.
- To own, monitor, and drive all sales activities.
- To ensure best-in-class customer onboarding.
- To focus on continuous improvement of processes and controls ensuring complete and correct customer contact data, service data, and changes in our systems including customer reporting for SME customers.
- To actively manage interfaces and the exchange of information, knowledge, and data with your team and 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 and strategic objectives of your CCL.
Your Skills and Experiences
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