Sea Logistics Reefer Operational 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.

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## How you create impact

The Sea Logistics Reefer Operational Care Manager is responsible for leading and developing the Operational Care Center (OCC) team, ensuring the consistent delivery of high-quality import and export operations for Healthcare & Perishables customers. This role drives operational excellence, process optimization, and service performance while balancing productivity, quality, and cost efficiency. The successful candidate will support the growth of Kuehne+Nagel's Sea Logistics business by enhancing operational processes, building strong customer relationships, and collaborating closely with carriers, vendors, and internal stakeholders to deliver exceptional service.

- Lead and develop Customer Care and Operational Care teams, providing coaching, guidance, and performance management to drive service excellence.
- Partner closely with Sales, Operations, and key stakeholders to strengthen customer relationships, improve retention, and deliver an exceptional customer experience.
- Oversee customer onboarding activities, ensuring a seamless transition, accurate setup, and successful implementation of customer requirements.
- Drive continuous improvement initiatives that enhance operational efficiency, simplify processes, reduce waste, and improve service quality.
- Ensure customer operating procedures and service requirements are accurately documented and maintained to support consistent execution.
- Monitor customer performance, service levels, and key operational metrics, identifying opportunities for improvement and implementing corrective actions as needed.
- Collaborate with pricing, operations, and customer care teams to ensure timely responses to customer requests and spot quote opportunities.
- Review customer profitability, operational performance, and financial trends to support business growth and maximize revenue opportunities.
- Partner with Finance and Revenue Care teams to proactively manage accounts receivable performance and minimize risk.
- Utilize KPI dashboards and reporting tools to measure team performance, improve service delivery, and support data-driven decision making.
- Support automation, digitalization, and process improvement initiatives to enhance efficiency and customer satisfaction.
- Assist with supplier management, service provider performance reviews, and service level agreement (SLA) compliance.
- Support risk management, business continuity, and contingency planning activities to ensure operational resilience.
- Ensure compliance with company policies, quality standards, industry regulations, and healthcare logistics requirements, including GDP/GxP guidelines where applicable.
- Promote employee development through training, mentoring, succession planning, and continuous learning initiatives.

## What we would like you to bring

- Proven leadership experience managing teams in freight forwarding, logistics, transportation, supply chain, or related operational environments.
- Experience overseeing operational performance, workforce planning, coaching, and employee development.
- Experience managing customer relationships, driving service excellence, and resolving operational challenges.
- Ability to lead process improvement initiatives and support operational projects from planning through execution.
- Strong commercial and financial acumen, including experience managing budgets, KPIs, productivity, or P&L metrics.
- Excellent communication, organizational, and stakeholder management skills.
- Proven ability to thrive in a fast-paced environment, adapt to change, and lead teams through transformation.
- Knowledge of import/export operations, regulatory compliance, or international logistics is highly desirable.
    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-TD1

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.

We kindly advise that placement agencies refrain from submitting unsolicited profiles. Any submissions of candidates without prior signed agreement will be considered our property and no fees will be paid.