Air Logistics Manager Customer Care
JAPAN Logistics
Job description
You will be joining our Customer Care Team to add your leadership expertise + skills to the delivery of Customer Excellence.
Your Role
WHAT WILL YOU BE DOING ON A DAILY BASIS? You will be leading, directing + optimizing your local customer care team (CCL) to continuously provide customer excellence + sustainable growth across your scope of responsibility. Utilizing your strong forwarding + market knowledge, you will drive service improvement activities, to ensure customer satisfaction with our products, services + features. To focus on customer engagement, satisfaction, retention + reactivation through high levels of service quality, close collaboration with operational + commercial key stakeholders, along with air logistics management to optimize the customer experience. To own, monitor + drive all sales activities. To ensure best-in-class customer onboarding. To focus on continuous improvement of processes + controls ensuring complete + correct customer contact data, service data + changes in our systems including customer reporting for SME customers. To actively manage interfaces + the exchange of information, knowledge + data with your team + other stakeholders involved to ensure effective, efficient shipment management. To prioritize customer complaint management, ensuring a consistent delivery against the customer promise. To ensure close cooperation with the Operational Care Center (OCC) as well as the Revenue Care Center (RCC) to optimize the customer experience. To ensure delivery against all financial targets + strategic objectives of your CCL.Your Responsibilities
WHAT WILL YOU BE DOING ON A DAILY BASIS?You will be leading, directing + optimizing your local customer care team (CCL) to continuously provide customer excellence + sustainable growth across your scope of responsibility. Utilizing your strong forwarding + market knowledge, you will drive service improvement activities, to ensure customer satisfaction with our products, services + features.
To focus on customer engagement, satisfaction, retention + reactivation through high levels of service quality, close collaboration with operational + commercial key stakeholders, along with air logistics management to optimize the customer experience.
To own, monitor + drive all sales activities.
To ensure best-in-class customer onboarding.
To focus on continuous improvement of processes + controls ensuring complete + correct customer contact data, service data + changes in our systems including customer reporting for SME customers.
To actively manage interfaces + the exchange of information, knowledge + data with your team + other stakeholders involved to ensure effective, efficient shipment management.
To prioritize customer complaint management, ensuring a consistent delivery against the customer promise.
To ensure close cooperation with the Operational Care Center (OCC) as well as the Revenue Care Center (RCC) to optimize the customer experience.
To ensure delivery against all financial targets + strategic objectives of your CCL.