Regional Director, Air Logistics Customer Care - Eastern Canada

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. 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.
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 professional with strong leadership skills and a passion for customer excellence.
How you create impact
Lead and manage Customer Care teams to drive customer growth, retention, and satisfaction
Implement and oversee the customer ownership model to ensure consistent service delivery
Allocate customer portfolios based on complexity, size, and workload to optimize team performance
Achieve and exceed defined KPIs and performance targets for Customer Care operations
Drive change management initiatives to enhance team effectiveness and customer experience
Lead commercial management activities including customer growth analysis, retention strategies, and upselling
Manage spot quotations and follow-up activities to maximize conversion and revenue
Own customer profitability and collaborate internally to improve financial performance
Ensure clear and effective customer communication, including shipment updates and issue resolution
Monitor service delivery against customer promises (transit times, service levels, and conditions)
Oversee onboarding of new customers and ensure smooth implementation processes
Maintain accurate customer data, pricing, and system records to support operations
Manage customer disputes, complaints, and claims through to resolution, ensuring a positive experience
Collaborate with cross-functional stakeholders to deliver seamless end-to-end customer solutions
What we would like you to bring
Bachelor’s degree in Supply Chain, Logistics, or a related field preferred
5+ years of experience in freight forwarding, preferably in Air Logistics
5+ years of leadership experience managing teams (direct or virtual)
Strong commercial mindset with experience in customer growth, retention, and profitability management
Proven ability in customer communication, escalation handling, and relationship management
Solid understanding of air freight operations, shipment execution, and monitoring
Strong analytical and organizational skills, including proficiency in MS Office and logistics systems
Knowledge of freight forwarding regulations and compliance requirements
Excellent leadership, interpersonal, and change management skills
Customer-centric mindset with the ability to balance service excellence and commercial outcomes
Fluency in French (spoken and written) is required for this position
What'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.
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