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.

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How you create impact

• Lead, guide and optimize the local Customer Care Location (CCL) team to consistently deliver customer excellence and drive sustainable growth across the scope of responsibility.
• Drive customer engagement, satisfaction, retention and reactivation through high service quality, close collaboration with operational and commercial stakeholders, and alignment with Sea Logistics management to optimize the customer experience.
• Manage, monitor and drive all sales activities, including providing, documenting and following up on quotations for existing business in line with the pricing strategy.
• Ensure close cooperation with the Operational Care Center (OCC) to optimize customer experience, while monitoring and increasing customer automation through the eTouch Automation dashboard in collaboration with the OCC.
• Focus on continuous improvement of processes and controls, including customer case management through KN Service Moments, ensuring consistent delivery against the customer promise and maintaining complete and accurate customer contact data, service data, system updates and customer reporting for SME customers.
• Define, monitor and manage Service Level Agreements (SLAs) within KN Service Moments, addressing performance issues as required.
• Collaborate with Finance to review and adjust credit limits in line with daily business development and coordinate corrective actions where challenges arise.
• Ensure informed decision-making across various business dimensions to support CCL teams and overall business objectives.
• Facilitate skill development and training programmes for team members.
• Monitor and ensure CCL teams conduct customer visits (minimum twice per week), record all customer interactions in CoreLog, and complete the Customer Profile (CP), Business Profile and Standard Operating Procedure (SOP) following the initial customer meeting.
• Maintain regular alignment through weekly meetings with sales representatives.

What we would like you to bring

• Extensive experience in freight forwarding and supply chain management, with a strong focus on Sea Logistics.
• Proven track record in project management, successfully leading initiatives from planning through execution.
• Several years of P&L responsibility, demonstrating strong financial acumen, commercial awareness and strategic decision-making capabilities.
• Fluent in the local language with advanced English proficiency, both written and verbal.
• Proven leadership experience with the ability to inspire teams, foster collaboration, drive commitment and support team development.
• Extensive expertise in customer management across the full customer lifecycle, with a strong customer-centric mindset focused on delivering tailored solutions, driving engagement and ensuring high levels of customer satisfaction.
• Strong communication and stakeholder management skills, with the ability to convey ideas effectively and influence stakeholders at all levels.
• Strategic and adaptable change leader with a continuous improvement mindset, experienced in driving transformation, enhancing processes and delivering improvements for both people and customers.
• Proactive and results-oriented, with a demonstrated willingness to identify opportunities, implement improvements and drive positive outcomes.

What's in it for you

As an employer, Kuehne+Nagel stands for equal opportunity and we are committed to diversity in our teams with regards to people with disabilities. We believe that you can make a valuable contribution to Kuehne+Nagel and look forward to receiving your application.

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.

Contact

Kuehne+Nagel Recruitment Team

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