Sea Logistics Customer Care Manager

It's more than a job

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. And 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. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

###### ‎

Are you a customer-focused logistics leader with a passion for driving operational excellence, team performance, and business growth? Join Kuehne+Nagel as a Sea Logistics Customer Care Manager, where you will lead and develop a high-performing Customer Care team while overseeing local Sea Logistics commercial activities, customer engagement, and profitability. In this role, you will shape the customer experience across the supply chain, strengthen key customer relationships, and contribute to the continued growth and success of our Sea Logistics business.

## How you create impact

- Lead, coach, and develop the local Customer Care Location (CCL) team to deliver exceptional customer service and sustainable business growth.
- Drive customer engagement, satisfaction, retention, and reactivation initiatives to strengthen long-term relationships.
- Manage and oversee local Sea Logistics commercial activities and customer care performance.
- Support local Sea Logistics profitability through effective P&L management and sound business decision-making.
- Collaborate closely with operational, commercial, and Sea Logistics leadership teams to enhance the end-to-end customer experience.
- Monitor and drive sales-related activities, ensuring opportunities are effectively managed and converted.
- Prepare, review, and follow up on customer quotations in alignment with pricing and commercial strategies.
- Partner with Finance to manage credit limits and proactively address customer account challenges.
- Ensure data integrity and process compliance through accurate maintenance of customer, service, and reporting information.
- Lead continuous improvement initiatives focused on customer case management, service quality, and operational efficiency.
- Foster strong collaboration with the Operational Care Center (OCC) to optimize service delivery and customer outcomes.
- Establish, monitor, and improve service performance through clearly defined Service Level Agreements (SLAs).
- Drive customer adoption of digital and automated solutions to enhance visibility, efficiency, and service quality.
- Ensure customer visits, CRM updates, and account management activities are completed consistently and effectively.
- Promote employee development through ongoing coaching, training, and professional growth opportunities.

## What we would like you to bring

- Extensive experience in freight forwarding, logistics, or supply chain management, with a strong emphasis on Sea Logistics.
- Proven leadership experience with a track record of building, motivating, and developing successful teams.
- Demonstrated experience managing P&L responsibility and driving business performance.
- Strong customer management expertise with the ability to deliver outstanding service throughout the customer lifecycle.
- Experience leading projects and implementing process improvement initiatives from concept through execution.
- Excellent communication and stakeholder management skills, with the ability to influence at all organizational levels.
- Strategic mindset with strong change management capabilities and a passion for continuous improvement.

This position is not eligible for employment visa sponsorship. Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future employer sponsorship.

## What's in it for you

Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. Base wage is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data. #LI-UT1

Kuehne+Nagel participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

Artificial Intelligence (AI) tools may be used to assist in specific processes [e.g. screening applications, interview scheduling]. These tools analyze information to support decision-making, but final decisions are made by human reviewers.

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.