We are looking for a Customer Care Location (CCL) Manager to lead a team of Logistics Specialists based in Wellington. Your Role Reporting into the National Sea Logistics Customer Care Manager (based in Auckland) with a dotted reporting line to the National Air Logistics Customer Care Manager (based in Auckland), the successful candidate will be well versed in both Sea & Air Logistics Operations.The CCL Manager puts the customer at the forefront of everything they do, through understanding our customer's problems, building strong relationships and effectively identifying ways we can improve our service to our customers. The role will have approximately 4 direct reports so a passion for leading, motivating and developing a team is essential! Your Responsibilities Driving and supporting your team to deliver customer excellence alongside the Sales and Operations TeamsLeading, motivating and coaching your team – creating strong team morale by being open, responsive and approachableManaging the performance and development of your team, through performance reviews and ongoing development conversations Ensuring customer satisfaction and retentionBeing the point of escalation for your team, providing solutions and coaching through problemsDetermining specific service requirements and guiding customers on the end-to-end freight forwarding process, including regulatory requirements and documentationIdentifying and pursuing opportunities to up-sell and deliver value add servicesBuilding long term and effective relationships with internal & external stakeholders Your Skills and Experiences A minimum of five years logistics experience – with in depth exposure to Sea Logistics operationsPrevious experience leading and coaching team members is highly advantageous; the desire and passion to lead people is essentialExperience in complaint escalation and the ability to transfer this skill to your teamAbility to think outside the square, solve problems and remain calm under pressureStrong organisational skills including the ability to prioritise tasks, effective time management and a high level of accuracyExcellent communication skills, both written and verbalImpeccable interpersonal skills and the ability to collaborate positively and constructively with multiple stakeholders
Why work for us?
As well as a competitive remuneration structure, we offer benefits such as fully subsidised Health Insurance for you and your immediate family, as well as flexible working arrangements, access to EAP services and a multitude of learning and development opportunities.
*Please note - we will only accept applications from those with current NZ working rights and will only contact those
who have been shortlisted to the next stage of the recruitment process.
With over82,000 employees at some 1,300 locations in over 100 countries, the Kuehne + Nagel Group is one of the world's leading logistics companies.As an employer, Kuehne + Nagel stands for equal opportunity and we are committed to diversity in our teams. We believe that you can make a valuable contribution to Kuehne + Nagel and look forward to receiving your application.
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