Kuehne+Nagel Hiring for Customer Care Manager- Sea logistics at Mumbai, India Full Time

You will be joining our Customer Care Team to add your leadership expertise + skills to the delivery of Customer Excellence.

Your Role

You will be directing + optimizing your local customer care team (CCL) to to continuously provide customer excellence and sustainable growth across your scope of responsibility.
Utilizing your strong forwarding + market knowledge, you will also drive service improvement activities, to ensure customer satisfaction with our products, services and features.

Your Responsibilities

• To drive customer engagement, satisfaction, retention + reactivation in close cooperation with Field Sales and the Operational Care Center (OCC) to establish + strengthen operational relations with customers.

• To provide, document and follow-up on quotations for existing business in line with the pricing strategy

• To ensure complete + correct customer contact data, service data and changes in KN systems while ensuring a best-in-class onboarding + then setting up + consistently providing customer reporting.

• To consistently perform shipment qualification in line with working instructions to ensure full + complete handovers to the OCC to optimize the customer experience.

• To collaborate with Finance to adjust credit limits based on daily business development + coordinate measures in case of challenges

• To drive continuous improvement of processes + controls to improve service levels and efficiency.

• To document, analyze + resolve complaints, identify root causes + find sustainable solutions with the OCC.

• To ensure delivery against all financial targets + strategic objectives.

Your Skills and Experiences

• Coach your team so everyone knows their daily objectives + are fully empowered to meet them.

• Give your team members opportunities to expand portfolios, gain new experiences + grow by selectively delegating activities. Follow-up to provide additional feedback, guidance + continuously strengthen capabilities based on the skills matrix + personal development plans.

• Next, engage with your operations + business development peers to ensure smooth cross-functional collaboration, drive customer retention + pursue profitable growth in targeted segments + trades.

• During the day maintain close relationships with your customer’s senior stakeholders to obtain feedback to identify + resolve challenges or areas for improvement. Finally, set aside time to analyze your P+L, deploying strategic initiatives to optimize performance.

Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am – 5:00pm EST; Monday through Friday or via e-mail at: HR.helpdesk@kuehne-nagel.com with the nature of your request. We will answer your inquiry within 24 hours.