An exciting opportunity at leading logistics and transportation company as Air Logistics Manager, Customer Care.
What will you be doing on a daily basis?
You will be leading, directing + optimizing your 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.
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 on-boarding.
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.
What will it be like to lead in the customer care center?
Start your day reviewing trends, achievements, challenges + opportunities. 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. Then explore innovative ideas to improve the processes + agree how to implement these.
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.
What does it take to be succesful?
Your strong leadership skills + focus on customer + stakeholder relationships along with your strong time management will be key to your success.
You have been selected for this role because of your knowledge across our operations + because you possess the key attributes we are looking for in a Manager, Customer Care.