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 leading, directing and optimizing your local customer care team (CCL) to continuously provide customer excellence and 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 and features. **Your Responsibilities** - To focus on customer engagement, satisfaction, retention + reactivation through high levels of service quality and close collaboration with operational + commercial key stakeholders, along with sea 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 focus on continuous improvement of processes + controls, including customer complaint management, aiming for a consistent delivery against the customer promise. - To ensure close cooperation with the Operational Care Center (OCC) to optimize customer experience. - To ensure delivery against all financial targets + strategic objectives of your CCL. - To ensure delivery against financial target + strategic objectives across CCL. - To own, monitor + drive all sales activities of the field + inside sales organization. - To focus on customer facing activities + be actively involved in the generation of sustainable new business opportunities with a clear focus on SME. - To align the sales efforts with Pricing + Sea Logistics Business Development teams, including pricing decisions. - To monitor competitor activity by gathering+ communicating current information on pricing products. - To regularly review customer portfolios with the CCL Managers + Teams. - To focus on customer engagement, satisfaction, retention + reactivation through high levels of service quality in close collaboration with the CCLs **Your Skills and Experiences** - Graduate of Bachelor's degree of any related course. - Possesses strong leadership skills + focus on customer + stakeholder relationships 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.