It's more than a jobAs a member of the Freight Forwarding team Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. By transporting medicines, toys and key machine parts, you are not only delivering goods, you are making small and big moments possible for people all around the world. At Kuehne+Nagel, our contribution counts in more ways than we imagine.We are seeking a customer-focused and results-driven Air Logistics Customer Care Manager to lead and develop our Customer Care team. In this role, you will be responsible for delivering exceptional customer experiences, driving growth and retention, and maximizing customer profitability across your portfolio. You will serve as a key leader within the Air Logistics organization, ensuring seamless service delivery, strong customer relationships, and alignment with commercial objectives. This is an ideal opportunity for a logistics qualified with strong leadership skills and a passion for customer excellence.How you create impactLead and manage Customer Care teams to drive customer growth, retention, and satisfactionImplement and oversee the customer ownership model to ensure consistent service deliveryAllocate customer portfolios based on complexity, size, and workload to optimize team performanceAchieve and exceed defined KPIs and performance targets for Customer Care operationsDrive change management initiatives to enhance team effectiveness and customer experienceLead commercial management activities including customer growth analysis, retention strategies,



and upsellingManage spot quotations and follow-up activities to maximize conversion and revenueOwn customer profitability and collaborate internally to improve financial performanceEnsure clear and effective customer communication, including shipment updates and issue resolutionMonitor service delivery against customer promises (transit times, service levels, and conditions)Oversee onboarding of new customers and ensure smooth implementation processesMaintain accurate customer data, pricing, and system records to support operationsManage customer disputes, complaints, and claims through to resolution, ensuring a positive experienceCollaborate with cross-functional stakeholders to deliver seamless end-to-end customer solutionsWhat we would like you to bringBachelor's degree in Supply Chain, Logistics, or a related field preferred5+ years of experience in freight forwarding, preferably in Air Logistics5+ years of leadership experience managing teams (direct or virtual)Strong commercial mindset with experience in customer growth, retention, and profitability managementProven ability in customer communication, escalation handling, and relationship managementSolid understanding of air freight operations, shipment execution, and monitoringStrong analytical and organizational skills, including proficiency in MS Office and logistics systemsKnowledge of freight forwarding regulations and compliance requirementsExcellent leadership, interpersonal, and change management skillsCustomer-centric mindset with the ability to balance service excellence and commercial outcomesFluency in French (spoken and written) is required for this positionWhat's in it for youThere has never been a better time to work in logistics. Bring your skills to an industry that offers stability and international career growth. We offer a great compensation and medical/dental benefits package, employee discounts, tuition reimbursement, excellent training programs, and a fun, and interesting global work environment.

📌 Regional Director, Air Logistics Customer Care - Eastern Canada (Montreal)
🏢 Kuehne+Nagel
📍 Montreal