Air Logistics Customer Care Supervisor

About the role

Kuehne+Nagel is hiring an Air Logistics Customer Care Supervisor within its Freight Forwarding team in Australia. The supervisor leads and optimises the local customer care team, including perishables, to deliver customer excellence and sustainable growth. The role involves coordinating shipments, optimising capacity with carriers and partners, and ensuring compliance with air transport regulations, finance policies and company standards.

Key responsibilities

• Drive customer engagement, satisfaction, retention and reactivation together with Field Sales and the Operational Care Centre
• Supervise and develop the local Customer Care team across all verticals, including perishables
• Oversee quotations, onboarding and reporting to ensure professional customer touchpoints
• Coordinate shipments, align deliverables with partners and suppliers, and resolve complaints
• Lead continuous process improvements to raise service levels, efficiency and profitability
• Ensure compliance with air transport regulations, finance policies and KN operating standards
• Achieve financial targets while balancing customer satisfaction with cost awareness

Required profile

• Knowledge of freight forwarding processes and regulations
• Commercial drive and mindset
• Team management, empowerment and development skills
• Familiarity with KN's standard operating model and products
• Strong collaboration and communication skills, with cross-team alignment
• Ability to adapt and drive change management
• Customer-solutions orientation, conflict resolution and a focus on customer satisfaction alongside profitability

What we offer

• Flexible work arrangements
• Inclusive paid parental leave
• Career development through learning and development opportunities
• Novated leasing and EV car subscription options
• Employee discounts, rewards and recognition programs
• Private health insurance discounts and corporate uniform allowance
• Charity and volunteering opportunities