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 CareTeam+ Overall ownership and management of BPA/BAM as well asresponsibility to ensure correct system utilization in all KN GS CCL teams.+ Review and ensure capacities for onboarding of new tasks withgoal to minimize FTEs requirements, as per KN GS guidelines.+ Overall leadership of transformations related to KNGS CCLTeams with goal of cost efficiency for the countries (reduce overcapacity fromback-office/transactional teams, Intra-transfer projects between different KNGS locations, transfer tasks to transactional model, etc.)+ Identify and suggest new opportunities for value-creationfor countries/region, with focus on scalable tasks for KNGS CCL related tasks.+ To take ownership and ensure the implementation of theCustomer Care strategy.+ Ensure Team leads and staff responsibilities are aligned, communicated,and made transparent.+ To ensure close cooperation regarding KNGS CCL activitieswith Region/Country management as well as Operational/Revenue Care Managers andteams for an optimized customer experience+ Actively manage interfaces and information / knowledgeexchange between our customers and amongst KN GS teams+ To focus on continuous improvement of processes and controlswith a goal of achieving the highest level of productivity, quality, and costefficiency for his/her scope of responsibility + To seamlessly on-board new Processes in accordance to planfor his/her scope of responsibility.+ To focus on customer satisfaction through a high level ofservice quality.+ Ensure service excellence by leveraging a high level of AirLogistics knowledge and KN GS operating business model.+ To closely cooperate with Revenue and Operational Care togain specialized Revenue and Operational Care specific knowledge, and toreceive first-hand feedback about Customer Care execution.+ Managing and initiating technical setups and team membertraining requirements/needs.+ Regular structured Customer interaction and reporting of:Performance, Quality, Challenges, improvement opportunities, and feedback onCountry performance.+ Assess and develop direct reports, identify high performersand outliers, and ensure robust succession plans are in place for the criticalpositions. Your Skills and Experiences + A career in International Trade or related experience.+ At least one year of experience on freight forwarder orlogistics.+ At least one year of experience leading teams or in chargeof 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 andquality, 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.
