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    KN Global Services HER - Barreal de Heredia, Costa Rica - Kuehne Nagel

    Kuehne Nagel
    Kuehne Nagel Barreal de Heredia, Costa Rica

    hace 1 semana

    Kuehne Nagel background
    OTHER
    Descripción

    If you wish to further develop your career with one of the most successful logistics organization, this is an excellent opportunity to join our team.

    Your Role

    The Customer Care Team Manager is responsible for managing all Teams executing tasks allocated to CCL.

    In addition, implementing and managing the regional Customer Care strategy, direct professional interaction with the countries and pro-active exception communication is required.


    Team management focus is on:
    performance and execution, improving efficiency and quality, optimization, problem solving, follow-up, people management and development.

    Your Responsibilities

    + To provide leadership and direction to the Customer Care
    Team

    • Overall ownership and management of BPA/BAM as well as
    responsibility to ensure correct system utilization in all KN GS CCL teams.

    • Review and ensure capacities for onboarding of new tasks with
    goal to minimize FTEs requirements, as per KN GS guidelines.

    • Overall leadership of transformations related to KNGS CCL
    Teams with goal of cost efficiency for the countries (reduce overcapacity from
    back-office/transactional teams, Intra-transfer projects between different KN
    GS locations, transfer tasks to transactional model, etc.)

    • Identify and suggest new opportunities for value-creation
    for countries/region, with focus on scalable tasks for KNGS CCL related tasks.

    • To take ownership and ensure the implementation of the
    Customer Care strategy.

    • Ensure Team leads and staff responsibilities are aligned, communicated,
    and made transparent.

    • To ensure close cooperation regarding KNGS CCL activities
    with Region/Country management as well as Operational/Revenue Care Managers and
    teams for an optimized customer experience

    • Actively manage interfaces and information / knowledge
    exchange between our customers and amongst KN GS teams

    • To focus on continuous improvement of processes and controls
    with a goal of achieving the highest level of productivity, quality, and cost
    efficiency for his/her scope of responsibility

    • To seamlessly on-board new Processes in accordance to plan
    for his/her scope of responsibility.

    • To focus on customer satisfaction through a high level of
    service quality.

    • Ensure service excellence by leveraging a high level of Air
    Logistics knowledge and KN GS operating business model.

    • To closely cooperate with Revenue and Operational Care to
    gain specialized Revenue and Operational Care specific knowledge, and to
    receive first-hand feedback about Customer Care execution.

    • Managing and initiating technical setups and team member
    training requirements/needs.

    • Regular structured Customer interaction and reporting of:
    Performance, Quality, Challenges, improvement opportunities, and feedback on
    Country performance.

    • Assess and develop direct reports, identify high performers
    and outliers, and ensure robust succession plans are in place for the critical
    positions.

    Your Skills and Experiences

    + A career in International Trade or related experience.

    • At least one year of experience on freight forwarder or
    logistics.

    • At least one year of experience leading teams or in charge
    of personnel.

    • Lean Six Sigma Yellow/Green Belt Certification or similar.
    • Knowledge of KN processes, systems, operations, products,
    and services is a plus.

    • Project Management Experience (preferred).
    • Excellent stakeholder management skills.
    • Advanced Excel and English skills.
    • Customer service orientation.
    • Focus on performance, execution, improving efficiency and

    quality, optimization, problem solving.

    Good Reasons to Join

    We offer competitive compensation, a comprehensive benefits package, employee discounts, tuition reimbursement, excellent training programs and a highly dynamic global work environment.

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