If you wish to further develop your career with one of the most successful logistics organization, this is an excellent opportunity to join our team. Your Role The Customer Care Team Manager is responsible for managing all Teams executing tasks allocated to CCL. In addition, implementing and managing the regional Customer Care strategy, direct professional interaction with the countries and pro-active exception communication is required. Team management focus is on: performance and execution, improving efficiency and quality, optimization, problem solving, follow-up, people management and development. Your Responsibilities + To provide leadership and direction to the Customer Care Team + Overall ownership and management of BPA/BAM as well as responsibility to ensure correct system utilization in all KN GS CCL teams. + Review and ensure capacities for onboarding of new tasks with goal to minimize FTEs requirements, as per KN GS guidelines. + Overall leadership of transformations related to KNGS CCL Teams with goal of cost efficiency for the countries (reduce overcapacity from back-office/transactional teams, Intra-transfer projects between different KN GS locations, transfer tasks to transactional model, etc.) + Identify and suggest new opportunities for value-creation for countries/region, with focus on scalable tasks for KNGS CCL related tasks. + To take ownership and ensure the implementation of the Customer Care strategy. + Ensure Team leads and staff responsibilities are aligned, communicated, and made transparent. + To ensure close cooperation regarding KNGS CCL activities with Region/Country management as well as Operational/Revenue Care Managers and teams for an optimized customer experience + Actively manage interfaces and information / knowledge exchange between our customers and amongst KN GS teams + To focus on continuous improvement of processes and controls with a goal of achieving the highest level of productivity, quality, and cost efficiency for his/her scope of responsibility + To seamlessly on-board new Processes in accordance to plan for his/her scope of responsibility. + To focus on customer satisfaction through a high level of service quality. + Ensure service excellence by leveraging a high level of Air Logistics knowledge and KN GS operating business model. + To closely cooperate with Revenue and Operational Care to gain specialized Revenue and Operational Care specific knowledge, and to receive first-hand feedback about Customer Care execution. + Managing and initiating technical setups and team member training requirements/needs. + Regular structured Customer interaction and reporting of: Performance, Quality, Challenges, improvement opportunities, and feedback on Country performance. + Assess and develop direct reports, identify high performers and outliers, and ensure robust succession plans are in place for the critical positions. Your Skills and Experiences + A career in International Trade or related experience. + At least one year of experience on freight forwarder or logistics. + At least one year of experience leading teams or in charge of personnel. + Lean Six Sigma Yellow/Green Belt Certification or similar. + Knowledge of KN processes, systems, operations, products, and services is a plus. + Project Management Experience (preferred). + Excellent stakeholder management skills. + Advanced Excel and English skills. + Customer service orientation. + Focus on performance, execution, improving efficiency and quality, optimization, problem solving. Good Reasons to Join We offer competitive compensation, a comprehensive benefits package, employee discounts, tuition reimbursement, excellent training programs and a highly dynamic global work environment.
