QuickSTAT - Customer Service & Relationship Supervisor in Staines

As a member of the Freight Forwarding team Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. By transporting medicines, toys and important machine parts, you are not only delivering goods, you are making small and big moments possible for people all around the world.

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.

Who we are

Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world. As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine.