Customer Excellence Manager

Is your Key Account role just not doing it for you anymore?

Are you tired of the constant focus on revenue, and more interested in improving the customer experience?

Then you’d enjoy becoming a Customer Excellence Manager, working closely with the German customers of a global freight forwarder

You will be the middleman between the customer and the operational team, getting to know your customer’s goals and driving forward the plans to help achieve these.

You’ll get to own the operational relationship for several large strategic customers, being the partner to the Key Account Manager who you can also lean upon to help manage your initiatives.

The Key Account Managers you’ll be working closely with are mostly based locally in Hamburg, giving you meaningful engaging interactions on a regular basis, and sparking creativity.

No day or week will be the same, as your tasks will depend on the priorities of the account you’re working with. The focus for one could be data quality, another could be transit times.

You’ll get to analyse the customer data and create a story from it, then decide on the actions needed to improve things.

Is it down to communication? Do we need new operational processes or training? Can we change routing for better outcomes?

Your measure will be customer satisfaction, so you’ll be defining key performance indicators and leading continuous improvement initiatives to optimise how shipments are being moved in the most effective way

The best thing about the job? The flexibility. Your schedule is almost completely in your hands to decide where to focus your time.

The worst thing about the job? The flexibility. You’ll need to be comfortable structuring your own workload.

You’ll be able to demonstrate your patience and empathy by working on solutions design which truly delivers on exactly what your customers need.

Of course you’ll be able to put your freight forwarding knowledge into practice, by advising operational teams on customer-specific needs and how to deliver them.

It doesn’t matter whether your background lies more in Ocean or Air freight, you’ll get such a wide view on different modes & customers that you’re certain to grow your knowledge.

Although you will have to be able to engage with customers in German, complete fluency isn’t essential.

The company you’ll be working for invests in their people, with an AI-driven learning platform that blends virtual classes, online courses and hands-on practice.

This is demonstrated by the fact that they are hiring because the previous person was promoted out of this role, showing great opportunities for progression here.

You’ll be part of one of the Top 20 Freight Forwarding businesses globally, who have a truly ‘international’ culture.

You will find the structure and hierarchies here to be less tense than most German companies, giving you a more relaxed and informal environment.

This is an open workplace which encourages innovative thinking, so you can bring your own style to this role. You get the stability of a large corporation, but with a more agile approach.

You can expect a salary of €50,000 - €60,000 depending on experience, with up to 10% bonus

Plus the benefits you’d expect from a large employer including 13th month salary, clear long-term career opportunities, Deutschlandticket and Employee Stock Purchase Plans.

If this is the move you’ve been waiting for then please apply for more information or any questions

You can also call me at +49 211 418 72000 or message me (Seth Bland) on LinkedIN if you’d like to chat about it further.

Don’t worry if you don’t have an up-to-date CV at this stage, just reach out and we’ll explore if it’s a good match for you.