Customer Care Supervisor in Sydney, Australia

You will be supervising, directing and optimizing your local customer care team to continuously provide customer excellence and sustainable growth across your scope of responsibility.

Your Role

Utilizing your strong forwarding and market knowledge, you will drive service improvement activities, to ensure customer satisfaction with our products, services and features.

Your Responsibilities

• Build strong relationships with customers and resolve issues effectively by collaborating with cross-functional teams.

• Develop an in-depth understanding of systems and products to guide your team, improve employee and customer experiences, and support commercial owners.

• Ensure a positive customer experience by supporting the seamless onboarding of new accounts.

• Attend Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) with customers, evolving into a trusted sponsor and advocate for their needs.

• Develop your team’s skills, set clear objectives, and foster a culture of empowerment and accountability.

• Ensure smooth handovers to the Operational Care Center (OCC) for an optimized customer experience.

• Analyze data, manage financial targets, and identify opportunities for improvement in service and efficiency.

• Address customer complaints, conduct root cause analysis, and implement sustainable solutions

• Partner with Finance to manage credit limits and support business growth.

Your Skills and Experiences

• Educational Background: Diploma or Bachelor’s degree in logistics, supply chain management, or a related field.

• Experience: Proven experience in customer service or logistics, preferably in a supervisory role.

• Technical Skills: Proficiency in logistics software and tools, along with strong analytical abilities.

• Leadership Abilities: Capability to lead and manage a team effectively, ensuring customer satisfaction.

• Communication Skills: Excellent verbal and written communication skills for interacting with clients and team members.

• Problem-Solving Skills: Ability to handle challenges and make decisions under pressure.

• Knowledge of Regulations: Familiarity with industry standards and regulatory requirements.

Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am – 5:00pm EST; Monday through Friday or via e-mail at: HR.helpdesk@kuehne-nagel.com with the nature of your request. We will answer your inquiry within 24 hours.