Customer Care Manager

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

You will be leading, directing + optimizing your local 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 onboarding.
• 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.

• 5–7 years of experience in customer care, logistics, or operations, with 2–3 years in a leadership role.
• Strong knowledge of freight forwarding and air logistics.
• Excellent communication and teamwork skills.
• Proven ability to drive customer satisfaction, retention, and reactivation.
• Experience in managing sales activities within a customer service environment.
• Skilled in customer complaint resolution and service recovery.
• Strong analytical and continuous improvement capabilities.
• Accuracy in managing customer data and reporting, especially for SME customers.
• Proficient in using CRM systems and customer service tools.
• Bachelor's degree in Business, Logistics, Supply Chain, or a related field (preferred).

• Join a global logistics leader with strong industry reputation.
• Grow your career with training and internal advancement.
• Lead and make an impact in a high-visibility role.
• Work with modern tools in a digital-first environment.
• Be part of a supportive, team-oriented culture.