Air Logistics Manager, Customer Care

Job title : Air Logistics Manager, Customer Care
Location : Osaka
Job type : Permanent
Discipline Logistics & Supply Chain
Salary : 9,300,000~
Contact : Maribeth Mockovak
Email : email Maribeth
Reference : JOB_007371[248]

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.