Air Logistics Customer Care Manager
hace 2 semanas
Guatemala City, Guatemala, Guatemala | Frachttransport und Kundenservice | Vollzeit | GT2119994
You build and promote great relationships with colleagues, design customer experiences that inspire loyalty. You are the most important pillar of our success. You make the difference.
Your Role The Customer Care Manager Air Logistics is responsible for implementing and managing the Customer Care strategy on a location and national level as well as continuously optimizing the customer service resulting in customer excellence. The job holder is leading the Customer Care Location team who are responsible for direct interaction with our customers, encompassing but not limited to; proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centers (OCC’s) have all of the necessary information (including systematic information) to be able to execute on our customers behalf. Your Responsibilities- Provide leadership and direction to the Customer Care Location organization
- Take ownership and ensure the implementation of a Customer Care strategy in location
- Ensure close cooperation with Branch management as well as Operational/Revenue Care Center managers and teams for an optimized customer experience
- Actively manage interfaces and information / knowledge exchange between our customers and amongst KN teams
- Focus on continuous improvement on processes and controls aiming for a consistent customer centric model
- Focus on customer retention for the Air logistics account portfolio
- Develop and on-board new customer opportunities, including direct visits to customers
- Focus on customer satisfaction through a high level of service quality
- Ensure service excellence by leveraging a high level of forwarding and market knowledge.
Ensure that the necessary resources for the quality management system, occupational health and safety, environment and security, are available. - Participate in all trainings, campaigns and other activities related to quality, occupational health & safety, environment and security.
- Report environmental or occupational health & safety incidents / accidents
- Bachelor's degree in International Relations and related fields
- +5 years of experience in air logistics processes
- +2 years of experience in management people
- Experience with perishable will be considered a differential
- Fluent english
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