At a Glance
- Tasks: Lead a dynamic customer service team and ensure top-notch support for our clients.
- Company: Join Kühne + Nagel, a leader in logistics with a supportive culture.
- Benefits: Enjoy competitive rewards, pension plans, and 24/7 health support.
- Other info: Be part of a forces-friendly employer that values your skills and growth.
- Why this job: Make a real impact by enhancing customer experiences and team collaboration.
- Qualifications: Experience in logistics and a passion for leading and supporting teams.
The predicted salary is between 30000 - 40000 € per year.
In this position you will support and direct team members in meeting QuickSTAT customer needs daily and encourage good customer service practices.
How you create impact
- Direct the daily operations of the CS agent team, and in the absence of the team manager, the CRM daily operations also (as needed).
- Act as the second escalation point for customer issues that cannot be resolved at the CS and CRM level, ensuring timely follow‑up and resolution.
- Assist with team initiatives that improve colleague experience, support a positive workplace culture, and encourage engagement within the branch.
- Maintain awareness of the team’s Profit and Loss (P&L) against agreed targets and regularly review consignments with low P&L to identify issues and support improvements.
- Complete performance goal reviews at mid‑year and end‑of‑year for all direct reports, supporting team members in meeting agreed objectives and sharing input with management.
- Assist with preparing and sharing monthly and quarterly reports for management, noting key trends and client concerns, and contributing ideas that support continuous improvement.
- Support the completion and distribution of client reports, including monthly KPIs, QBR reports, and Non-conformance reports, making sure they meet agreed client requirements and timelines.
- Work with business development and account management teams when needed, assisting with client engagement activities and providing support to ensure positive client interactions.
- Assist the revenue care team by helping resolve customer invoices and billing queries, ensuring issues are addressed promptly and accurately.
What we would like you to bring
- Proven experience in logistics industry.
- Experience in leading, coaching and supporting team members as well as encouraging collaboration and helping to build a positive, inclusive environment.
- Experience following and applying service procedures to ensure customers receive consistent, high‑quality support.
- Ability to review team and customer service data (such as call/email volumes and jobs per headcount), recognise patterns, and share clear recommendations with the team to improve daily performance.
- Understanding of Courier Operations, including Import / Export / Warehouse & Transport.
- Understanding of regulatory requirements specific to temperature‑controlled logistics.
- Excellent time management skills as well as problem analysis and problem‑solving.
- Ability to work successfully under pressure.
What's in it for you
If you would like to become a valued member of our team, we will make sure that you’re rewarded for your commitment and expertise. You can join the contributory Kuehne+Nagel pension plan and enjoy our Route 2 Rewards scheme, which offers everything from discounts, benefit information, recognition and its own wellbeing centre. We care for our colleagues (and their immediate family) with our employee assistance programme providing access to 24/7 GP, legal and financial advice along with mental health counselling. All of this to help you live a happier and healthier life. As proud holders of the Gold Covenant, we are a forces‑friendly employer who recognise the skills, expertise and value service leavers bring to our organisation.
Customer Service & Relationship Supervisor employer: Kuehne Nagel
Kühne + Nagel is an exceptional employer that prioritises the well-being and professional growth of its employees. With a strong focus on fostering a positive workplace culture, we offer comprehensive benefits including a contributory pension plan, access to a 24/7 employee assistance programme, and a unique Route 2 Rewards scheme that enhances your overall experience. Join us in our dynamic logistics environment where your contributions are valued, and you can thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Relationship Supervisor
✨Tip Number 1
Network like a pro! Reach out to your connections in the logistics industry and let them know you're on the hunt for a Customer Service & Relationship Supervisor role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and customer service. Think about specific examples from your past experience that showcase your skills in problem-solving and collaboration. We want you to shine!
✨Tip Number 3
Showcase your knowledge of the logistics industry during interviews. Brush up on key trends, regulatory requirements, and best practices in customer service. This will demonstrate your commitment and expertise, making you a standout candidate.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Service & Relationship Supervisor
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in logistics and customer service. We want to see how your skills align with the role of Customer Service & Relationship Supervisor, so don’t hold back on showcasing your relevant achievements!
Showcase Leadership Skills:Since this role involves directing a team, it’s crucial to emphasise your leadership experience. Share examples of how you've coached and supported team members in the past, and how you’ve contributed to a positive workplace culture. We love to see collaboration in action!
Highlight Problem-Solving Abilities:This position requires excellent problem analysis and resolution skills. Be sure to include specific instances where you’ve successfully tackled customer issues or improved processes. We’re looking for those who can think on their feet and make a real impact!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details directly and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and let us know why you’d be a great fit!
How to prepare for a job interview at Kuehne Nagel
✨Know Your Logistics Inside Out
Make sure you brush up on your knowledge of the logistics industry, especially around courier operations and temperature-controlled logistics. Being able to discuss specific examples from your experience will show that you understand the nuances of the role and can hit the ground running.
✨Showcase Your Leadership Skills
Prepare to talk about your experience in leading and coaching teams. Think of specific instances where you encouraged collaboration or improved team dynamics. This will demonstrate your ability to foster a positive workplace culture, which is key for this position.
✨Be Data-Driven
Familiarise yourself with performance metrics relevant to customer service. Be ready to discuss how you've used data to identify patterns and improve service delivery in the past. This shows that you can contribute to continuous improvement initiatives effectively.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you handle customer issues and escalations. Prepare some examples of challenging situations you've faced and how you resolved them. This will highlight your problem analysis skills and ability to work under pressure.
