Regional Director, Air Logistics Customer Care - Eastern Canada
On-siteEastern, Kentucky, United States
Job Summary
Lead and manage Customer Care teams to drive customer growth, retention, and satisfaction across the Eastern Canada portfolio. Implement and oversee the customer ownership model, allocating customer portfolios based on complexity, size, and workload to optimize team performance. Achieve and exceed defined KPIs for Customer Care operations while driving change management initiatives to enhance team effectiveness. Manage spot quotations and follow-up activities to maximize conversion, own customer profitability, and resolve disputes and claims to ensure a positive experience. Monitor service delivery against customer promises and oversee onboarding of new customers. Fluency in French (spoken and written) is required.
Required Qualifications
- Fluency in French (spoken and written)
- Bachelor's degree in Supply Chain, Logistics, or a related field preferred
- 5+ years of experience in freight forwarding, preferably in Air Logistics
- 5+ years of leadership experience managing teams (direct or virtual)
- Strong commercial mindset with experience in customer growth, retention, and profitability management
- Proven ability in customer communication, escalation handling, and relationship management
- Solid understanding of air freight operations, shipment execution, and monitoring
- Strong analytical and organizational skills, including proficiency in MS Office and logistics systems
- Knowledge of freight forwarding regulations and compliance requirements
- Excellent leadership, interpersonal, and change management skills
- Customer-centric mindset with the ability to balance service excellence and commercial outcomes
Desired Qualifications
- Bachelor's degree in Supply Chain, Logistics, or a related field preferred
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