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How you create impact

The Air Logistics Customer Care Manager, Key Accounts is responsible for driving operational excellence across assigned accounts by ensuring consistent, high‑quality service delivery and strong data accuracy. This role takes a proactive, solutions‑focused approach to managing customer needs, continuously improving processes, and strengthening customer loyalty through an exceptional service experience.

• Ongoing management of KN promise to the customer and ensure that the right and commercially responsible processes has been implemented across all operationally involved departments
• Work closely with the customer service and operations for the BU as well as sales.
• Review  KN and customer processes and updating or initiating update of SOP’s where required – take ownership of SOP including maintenance and updates.
• Create and manage various reports as required by the client and KN operations.
• Take ownership of and continuously manage SOP, MOP to ensure they reflect the customer requirements, that they are carried out accordingly and that all the people who need to know, have the latest information on hand and are appropriately trained
• Generate and manage relevant customer specific reports; initiate and manage the root cause analysis process for all non-compliances reflecting either data performance issues or operational failures and initiate, monitor and lead the necessary corrective actions.
• Conduct regular performance and business reviews internally with KN Operations and externally with the customers including QBR and Annual Review.
• Continuously provide training to all operational staff related to the business requirements of the account(s).
• Second level escalation point for assigned accounts (first level is Customer service)
• Reporting to the respective business unit manager (Seafreight/ Airfreight/ Customs etc.)
• Ensure Company KPI's and data quality are met.

If you require an accommodation for the recruitment /interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.  

This job posting relates to an available role and not a future talent pool. 

What we would like you to bring

• 3+ years of management experience, ideally within Air Logistics, airlines, or cargo‑handling operations
• Experience working with large corporate customers and managing complex client needs
• Skilled in MS Office Suite with a focus on Excel-driven data scrubbing
• In‑depth knowledge of the air cargo industry, including market dynamics, airline operations, and equipment types
• Strong understanding of Incoterms; healthcare, pharma, or cold chain logistics preferred
• General knowledge of international trade and transportation; completion of programs such as CIFFA, CITT, P.Log, or other transportation‑related courses is considered an asset
• Business analytics and supply chain analytics skills required

What's in it for you

At Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. The target base salary range for this position is between $68,000 and $85,000.Base salary is part of a competitive total rewards package that includes health and dental benefits, a retirement savings plan, and tuition reimbursement. Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data. #LI-TD1

Artificial Intelligence (AI) tools may be used to support portions of the recruitment process, such as reviewing application materials or assisting with scheduling. These tools analyze information to help inform decision making; however, all hiring decisions are made by human reviewers.