Air Logistics Healthcare Customer Care Team Leader

It's more than a job As 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. And by transporting medicines, toys and important 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. ‎ The Air Logistics Healthcare Customer Care Team Leader is responsible for leading, developing, and supporting a team dedicated to delivering exceptional service to healthcare and life sciences customers. This role focuses on building and maintaining strong customer relationships, ensuring the successful execution of time-critical and temperature-sensitive shipments, and driving customer satisfaction, retention, and business growth. The Team Leader serves as a key escalation point, promotes operational excellence, ensures compliance with healthcare logistics requirements, and collaborates closely with customers, operations, sales, and global stakeholders to provide innovative solutions and a best-in-class customer experience. 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 li…

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