Air Logistics Customer Care Manager, Key Accounts

It's more than a job

As a member of the Freight Forwarding team Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. And by transporting medicines, toys and important machine parts, you are not only delivering goods, you are making small and big moments possible for people all around the world. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

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Are you passionate about customer success, operational performance, and building long-term partnerships with strategic clients? Join Kuehne+Nagel as a Customer Care Manager, Key Accounts within our Air Logistics team. In this highly visible role, you will serve as the primary advocate for assigned key accounts, ensuring operational excellence, customer satisfaction, and continuous improvement across multiple stakeholders. You'll work closely with customers, operations, customer service, and sales teams to deliver an exceptional customer experience while driving service quality, process compliance, and long-term account growth.

How you create impact

• Serve as the primary owner of the Kuehne+Nagel customer promise for assigned key accounts, ensuring customer expectations are consistently met and exceeded.
• Drive operational excellence by continuously monitoring service performance, data quality, and customer satisfaction.
• Partner closely with Customer Service, Operations, and Sales teams to ensure seamless execution of customer requirements.
• Review, develop, maintain, and update Standard Operating Procedures (SOPs) and Methods of Procedure (MOPs) to align with customer requirements and business needs.
• Ensure all stakeholders are informed, trained, and compliant with the most current customer processes and procedures.
• Generate, analyze, and manage customer-specific performance reports to support operational transparency and decision-making.
• Lead root cause analysis activities for service failures, operational exceptions, and data quality issues, while driving corrective actions through resolution.
• Conduct regular customer business reviews, Quarterly Business Reviews (QBRs), and annual performance reviews to strengthen strategic partnerships.
• Act as the primary escalation point for complex customer issues and coordinate cross-functional solutions.
• Develop and deliver ongoing operational training to support employees managing customer accounts and ensure adherence to customer requirements.
• Monitor and improve customer experience initiatives that enhance customer loyalty and long-term retention.
• Collaborate with Air Logistics leadership to identify service improvement opportunities and implement best practices.
• Ensure company KPIs, compliance standards, and data quality objectives are consistently achieved.
• Build trusted relationships with large corporate customers and act as a strategic partner to support their supply chain objectives.

If you require an accommodation for the recruitment /interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs. This job posting relates to an available role and not a future talent pool.

What we would like you to bring

• Previous leadership or management experience within Air Logistics, freight forwarding, airline operations, or cargo handling environments.
• Experience managing strategic or large corporate customer accounts and building executive-level customer relationships.
• Strong knowledge of the air cargo industry, airline networks, market dynamics, and operational processes.
• Understanding of Incoterms, international trade, and transportation regulations.
• Experience using logistics and reporting platforms such as Salog, Business Objects, myKN, or similar transportation management systems.
• Strong analytical capabilities, including business analytics and supply chain performance analysis.
• Excellent communication, presentation, stakeholder management, and problem-solving skills.
• Professional logistics certifications such as CIFFA, CITT, P.Log., or other transportation-related credentials are considered an asset.

What's in it for you

At Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. The target base salary range for this position is between $68,000 and $80,000. Base salary is part of a competitive total rewards package that includes health and dental benefits, a retirement savings plan, and tuition reimbursement. Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data. Artificial Intelligence (AI) tools may be used to support portions of the recruitment process, such as reviewing application materials or assisting with scheduling. These tools analyze information to help inform decision making; however, all hiring decisions are made by human reviewers. #LI-UT1

Who we are

Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world.

As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine.

We kindly advise that placement agencies refrain from submitting unsolicited profiles. Any submissions of candidates without prior signed agreement will be considered our property and no fees will be paid.