Greater Milan Metropolitan Area
I am a dynamic and results-oriented professional, adept at crafting tailored solutions to enhance customer retention effectively. With a keen eye for detail and a holistic approach, I excel in analysing complex situations while maintaining a strategic overview to drive successful business development initiatives. My exceptional communication skills enable me to effectively engage and coordinate with colleagues, clients, and prospects alike. Through my tenure at Kuehne Nagel, I honed my expertise in pricing strategies and business development, I’m currently covering the role of National Air Logistics Customer Care Manager. In this capacity, I am dedicated to fostering the growth and strategic management of trade lanes, with a focus on increasing volumes and fortifying commercial relationships.
Manage and develop a team of 25 people, including several team managers. - Lead, mentor, and develop national/local Customer Care teams to ensure strong customer ownership, high performance, and a consistently exceptional service experience. - Drive customer satisfaction, retention, and growth by proactively managing relationships, identifying upselling opportunities, and maximizing profitability. - Oversee operational and commercial performance, ensuring KPI achievement, customer promise fulfillment, financial accuracy, and timely maintenance of customer data and rates. - Act as a key communication bridge between customers and internal stakeholders, managing issues, claims, and escalations with professionalism and a solution‑oriented mindset. - Steer customer onboarding, ensure compliance with regulatory standards, supervise shipment file preparation, and safeguard overall execution quality.
- Drive national Air Logistics growth by leading volume and yield development, engaging with FU and cross‑BU Sales, and expanding customer opportunities across the country. - Analyze market trends, customer needs, and competitive landscape to identify gaps and collaborate with the National Air Logistics Manager on superior service and solution strategies. - Lead or support product development initiatives, ensuring the successful rollout of global Air Logistics products, adherence to pricing frameworks, and alignment with sustainability goals. - Enhance operational performance and customer experience by supporting Customer Care setup, monitoring feedback tools, and driving improvement actions with CCL, OCC, and RCC teams. - Represent Kuehne+Nagel in industry events, forums, and publications, strengthening market visibility and positioning the company as a leader in Air Logistics.
- North America (CA,US,MX) and GCC countries. - Define and align the tradelane strategy with key country pairs and the Global Trade team, ensuring clear focus markets and coordinated development priorities. - Promote and facilitate business development by supporting Sales and BU teams, identifying new opportunities, and sharing best practices to strengthen tradelane performance. - Build strong network alignment by engaging with GKAM/KAM/BU Sales, providing market updates, supporting customer meetings, and maintaining close collaboration with origin/destination stations. - Develop transparent communication channels with stakeholders to share market intelligence, service capabilities, and updates leveraging the Global Trade Team framework. - Support pricing and procurement activities by contributing to tender reviews, ensuring competitiveness, and providing input for carrier negotiations to unlock new commercial opportunities.
- Scheduling and planning of Ocean export shipments, for both FCL and LCL movements; - Booking cargo space with carriers; - Dealing with partners and shipping lines to ensure shipments are completed as planned; - Clearing goods through customs and arranging for any duties or taxes to be paid; - Arranging local collections and consolidation; - Providing customers with ocean freight rates, associated service charges and insurance premium.
- Arranging international transport of food ingredients with ocean/air carriers, providing all relevant documentation with special focus for shipments to North and Latin America; - Using Freight Company rates to determine freight costs per order or obtain freight quotation for groupage loads/airfreights on an individual basis; - Issuing all invoicing/export documentation with regards to the order (invoice, packing list, certificate of origin, EUR1, ATR) including those covered by Letter of Credit and forward them to the relevant parties in good time for the arrival of the cargo; - Requesting special paperwork to the specific issuing office or department such as health certificate, phytosanitary certificate, vet certificate, hazardous material declaration; - Coordinating lost and damaged package investigations with carriers; - Liaising with the planning team and the relevant people of the production site regarding the accuracy of production dates and any raw material issues; - Submitting order acknowledgement to customer care and handle all customer enquiries related to the delivery of the order; - Ensuring that customer profiles and export price lists are accurately maintained on a regular basis; - Ensuring that the export logs are regularly and accurately maintained with the correct information.
Broking and administrative service to clients on agricultural insurance and renewals including instructing insurance providers, checking policy documents, handling invoicing, processing correspondence and managing files; Setting up new policies, claims processing and damage reporting, liquidation and payment of compensation and general enquiries; Management and customer care of members; Computer Services, data processing centre, data acquisition and allocation, developing statistical analysis; Supporting the development of the Enterprise Resource Planning; Managing of the magazine advertisers.