Air Logistics Healthcare Customer Care Team Leader

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How you create impact

• Collaborate closely with Operations, Sales, Customer Care, and cross-functional stakeholders to ensure seamless execution and deliver exceptional customer experiences.
• Act as the primary escalation point for customer issues, driving timely resolution and implementing effective service recovery strategies.
• Maintain proactive and transparent communication with customers, team members, and senior leadership, providing updates, addressing concerns, and fostering strong business relationships.
• Serve as a trusted advisor to key healthcare and life sciences customers, building strong partnerships and ensuring alignment with their business objectives.
• Lead customer account strategies and long-term relationship plans to enhance customer satisfaction, retention, and sustainable business growth.
• Foster cross-functional collaboration across Operations, Sales, Customer Care, and other internal teams to ensure a unified approach toward achieving customer goals and service excellence.
• Drive corrective and preventive action plans, leveraging root cause analysis and continuous improvement methodologies to prevent recurring issues and strengthen overall service performance.
• Develop and nurture strong, long-term relationships with healthcare and life sciences customers, serving as a trusted partner and advocate for their business needs.
• Support customers through organizational changes, business expansions, and evolving supply chain requirements by providing strategic guidance and tailored logistics solutions.
• Lead Quarterly Business Reviews (QBRs), performance reviews, and strategic planning meetings to assess service performance, identify improvement opportunities, and align on future business objectives.
• Leverage customer insights and operational metrics to drive continuous improvement initiatives, strengthen customer satisfaction, and support sustainable business growth.
• Identify opportunities to expand existing healthcare and life sciences customer relationships through value-added services, cross-selling, and strategic business development initiatives.
• Develop a thorough understanding of customer supply chain requirements and business objectives, recommending tailored air logistics solutions that support growth and operational excellence.
• Monitor service performance against contractual obligations, key performance indicators (KPIs), and service level agreements (SLAs), ensuring consistent delivery of customer expectations.
• Support strategic account planning by collaborating with customers and internal stakeholders to identify growth opportunities, mitigate risks, and align long-term business objectives.
• Analyze customer trends, operational performance, and feedback to drive continuous improvement initiatives and enhance overall customer satisfaction.

What we would like you to bring

• Bachelor's degree in Logistics, Supply Chain, Business Administration, or a related field preferred.
• 2+ years of experience in air logistics, freight forwarding, customer care, or account management, preferably within healthcare and life sciences.
• Previous team leadership or supervisory experience in a customer-facing logistics environment.
• Strong knowledge of air freight operations, customer relationship management, and service excellence.
• Experience managing key customer accounts, resolving escalations, and driving customer satisfaction.
• Proven ability to collaborate across functions, manage KPIs/SLAs, and support business growth initiatives.
• Excellent communication, problem-solving, and stakeholder management skills.

What's in it for you

Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. Base wage is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data. #LI-AH

Kuehne+Nagel participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

Artificial Intelligence (AI) tools may be used to assist in specific processes [e.g. screening applications, interview scheduling]. These tools analyze information to support decision-making, but final decisions are made by human reviewers.