National Customer Care Manager - Air logistics
Kuehne+Nagel
Panama, Panamá, Panama
hace 2 días

PTY ZA-C, National Air Logistics Customer Care Manager for Central America and Caribbean will be responsible for Development, Pricing and Operation relative affairs for Air Logistics in Central America and Caribbean.

ZA-C will be directly responsible for all development initiatives and structure, with management over pricing, procurement and sales Air Logistics organization.

Also, will be primarily escalation point for all FA-C Customer Care Managers issues, being responsible for local operation issues (Airports, Carriers, Providers) as well as all customer relative affairs that represents opportunities, needs improvements or revisions.

In a development perspective, ZA-C will be in charge of provide most competitive and efficient financial proposal and conditions to new and prospecting customers.

For long term opportunities (RFQs) and spot requests. Their internal customers will be sales and over-seas colleagues. Will be responsible to deploy all regional and global development and sales initiatives within Air Logistics business unit, having dotted line report to RA-D.

ZA-C must promote regular external customer engagements, meeting and calls in order to understand business requirements and provide solutions, along with provide frequent market updates.

In a procurement / pricing perspective, ZA-C will be responsible to develop relationship with carriers and suppliers in order to provide the best alternatives to internal and external customers regarding capacity.

Responsible to negotiate rates and conditions, as well as assure quality standards. In an customer care perspective, ZA-C will be the first escalation of FA-Cs regarding operational issues that affects customer service.

Will be frequently in touch with customers, assuring the service level Kuehne + Nagel seeks to provide, as well as deploy regional and global guidelines towards this structure.

Your Responsibilities

  • Increase customer satisfaction to a high level.
  • Ensure deployment of regional and global initiatives towards customer care and Development.
  • Be the escalation point of all situations that can affect customer service, either or not involving carriers, providers, KN overseas offices, etc.
  • Ensure that customer service process are correctly adopted by all countries.
  • Ensure FA-Cs are performing correctly, as per regional and global standards.
  • Ensure that Aerospace and all products strategies are correctly deployed and adopted in Central America and Caribbean countries.
  • Be the primary escalation for internal and external customers after FA-Cs.
  • Be in constant communication with external customers, giving in a proactive way, market updates and valuable information.
  • Follow up and guarantee implementation of new business, as per KN standards.
  • Support Sales with competitive rates and conditions for new and existing customers, both for RFQs and spot opportunities.
  • Ensure pricing works according to agreed response time and quality.
  • Develop the best strategy towards competitive approach to new customers and opportunities.
  • Ensure that pricing structure is working according to regional and global standards.
  • Be the first escalation for claims, together with Nacora and FA-Cs, assuring that all those will be answered according to agreed time.
  • Create routines for employee's induction, trainings, looking for a back-up for absent employees, rotations, keep a good working environment, etc
  • Be in close communication with Carriers, assuring best rates and conditions of the market.
  • Manage all gateway and consolidation structure / strategy of Central America and Caribbean countries.
  • Your Skills and Experiences

    University Degree in ADM, COMEX, IR or alike

    Air Logistics experience

    Advanced English and Spanish skills

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