Overview In this role, you will lead the Air Logistics Customer Care team to deliver world-class service for our air freight customers. You will own customer relationships, drive retention and profitability, and partner with cross-functional teams to implement service excellence. You will champion a customer-centric culture, manage change initiatives, and identify growth opportunities across the service portfolio. This is an impact-focused leadership role at a global logistics leader, offering meaningful work shaping customer experiences at scale.
Compensation / Benefits- health and welfare benefits
- 401k retirement savings plan
- tuition reimbursement
- incentive compensation for eligible roles
- career mobility
- training programs
Responsibilities- Lead and develop Customer Care teams to deliver exceptional service
- Drive customer satisfaction, retention, and loyalty initiatives
- Implement customer ownership strategies and manage customer portfolios
- Identify upselling and cross-selling opportunities across service portfolio
- Support spot quotation management and commercial follow-up
- Drive profitability through data-driven analysis and improvement initiatives
- Collaborate with internal stakeholders to resolve commercial and credit-related issues
- Coach and develop employees; drive change adoption and continuous improvement
- Monitor KPIs and balance workloads within the team
Key requirements- 2-5 years of experience in freight forwarding or logistics
- 2-5 years of leadership experience (direct/virtual teams)
- Air logistics industry experience preferred
- Proven success in managing customer relationships and delivering commercial results
- Bachelor's degree in relevant field preferred
- Strong commercial acumen and CRM/escalation handling expertise
- Air freight import/export operations knowledge
- Analytical and organizational skills; experience with logistics management systems and digital platforms
- Understanding of freight forwarding compliance; knowledge of KN systems advantageous
- customer-centric mindset
- strong communication and relationship-building
- leadership and people development
- CRM and escalation handling
- air freight import/export operations knowledge
- logistics management systems
