Sea Logistics Customer Care Manager, Import- Bilingual English/French MTR FS-CI

Are you thinking about advancing your career with one of the most successful logistics organizations worldwide? Here at Kuehne+Nagel, our Montreal office is looking for a new Customer Care Manager, Import to join our Sea Logistics team.

Your Role

As the Sea Logistics Customer Care Manager, Import you will represent Kuehne+Nagel in the local community that embraces both internal & external Sea Logistics Customer’s. You will be responsible for implementing and managing the Customer Care strategy on a local level as well as continuously optimizing the level of customer service to provide customer excellence. In addition, the Individual will be responsible for managing the Customer Care Location Team in developing customer relationships, on-boarding of new Customers and addressing any and all Customer complaints in a timely & satisfactory manner. The overall goal is Customer growth, satisfaction and retention

Your Responsibilities

• Learn about what drives your customers’ business and how to support their current and future business goals by creating clear, open communication channels
• Promote pro-active and consistent engagement with the Operational Care Centre (OCC) to transition customer information for flawless operations execution
• Ensure quality of information transition to the Operational Care Centre (OCC) to reflect the level of quality each new customer expects from a premier organization
• Ensure that the experience during implementation is designed around the customers’ business and day-to-day realities
• Efficiently facilitate your customers ability to obtain quotes for any business mode that is the best fit for that particular shipment
• Document communication rules of engagement that are led by the customer, define the relationship but always ensure that we hold up our part of the partnership
• As a customer focused organization it is imperative to consistently check the pulse of your customers’ level of satisfaction, improvise and ensure visibility to customer feedback requirements and communication for specific client service requests
• Maintain an open-minded approach with customer issues, facilitate solutions with appropriate counterparts, follow up consistently (internally and externally) if any document issues to create a 360 degree view of the customer with the ultimate goal to turn a negative experience into a positive experience for the customer
• Become the resource of timely and relevant information that may impact your customers’ business to adjust planning, budgets, etc., to mitigate their risk
• Guide customers through Kuehne Nagel on-line tools that support their goals (ie. efficiency, planning, visibility)
• Address pinpoint areas collaboratively with customers to improve and facilitate improvement initiatives that are impactful
• Develop a level of understanding for your customers’ business to offer solutions with a holistic view of the customer

If you require an accommodation for the recruitment /interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Your Skills and Experiences

• Diploma/Bachelors in business, Transportation Administration or International Commerce preferred
• 5+ years of experience in similar role (Customer Service in Sea Logistics Imports and Freight Forwarding) is needed
• Bilingual in French and English is required
• Proficient with Microsoft Office Suite, particularly Excel
• CIFFA/CCS/Leadership certificates is considered an asset
• 5+ years of experience in People Leadership, Collaboration & Empowerment Skills
• Financial acumen & analytical skills with knowledge of Sea Logistics Regulations
• Comfortable in travelling within Canada as per business needs

Good Reasons to Join

There has never been a better time to work in logistics. Bring your skills to an industry that offers stability and international career growth. We offer a great compensation and medical/dental benefits package, employee discounts, tuition reimbursement, excellent training programs, and a fun, and interesting global work environment. #LI-HYBRID

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