Air Logistics Customer Care Manager (Mumbai)

When you work in Freight Logistics and Operations at Kuehne+Nagel, you play a key role in optimising processes and ensuring that inventory and shipments move efficiently. But that is not all. Your work also helps ensure that vital medicines reach patients on time and supports other essential deliveries, from wind turbines to semiconductors. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

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.

• Lead, direct, and optimize the Customer Care (CCL) team to deliver exceptional customer experience and sustainable business growth
• Drive service excellence and continuous improvement initiatives leveraging strong market insight and operational understanding
• Champion customer engagement, satisfaction, retention, and reactivation through high service quality and cross-functional collaboration (operations, commercial, air logistics)
• Own and drive sales performance and customer lifecycle management, including best-in-class onboarding
• Strengthen process governance and data integrity, ensuring accuracy in customer contact, service data, and reporting (with focus on SME segment)
• Oversee end-to-end stakeholder coordination, ensuring seamless information flow for efficient shipment and service delivery
• Lead customer complaint management, ensuring timely resolution and consistent delivery on customer promises
• Collaborate closely with Operational Care Center (OCC) and Revenue Care Center (RCC) to enhance customer experience and operational efficiency
• Deliver against financial targets and strategic objectives, aligning customer care initiatives with overall business goals.

• Strong, hands-on leader who coaches, empowers, and develops high-performing teams
• Customer-focused mindset with ability to build senior stakeholder relationships and drive retention
• Solid operational and commercial acumen to deliver service excellence and profitable growth
• Collaborative approach to work cross-functionally and drive continuous improvement initiatives
• Highly organized with strong ownership of performance, priorities, and P&L outcomes.

At Kuehne+Nagel, you’ll be part of a global logistics leader that believes in creating real impact—on business, on customers, and on careers. Here’s what you can look forward to:

• Global Exposure: Step into a world of international opportunities with a presence in 100+ countries.
• People-Centric Culture: Join a team where your voice matters and people genuinely care.
• Learning & Development: Grow with us—personally and professionally—through world-class training and career pathways.
• Innovation & Sustainability: Be part of a future-focused company driving real change in logistics and the planet.
• Rewards & Recognition: Get rewarded for your passion, performance, and potential.
• Stability with Agility: Enjoy the best of both worlds—a trusted global brand with a startup spirit.

Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world.

As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine.