Sea Logistics Customer Care Manager
About The Position
When you work in Freight Logistics and Operations at Kuehne+Nagel, you play a key role in optimising processes and ensuring that inventory and shipments move efficiently. But that is not all. Your work also helps ensure that vital medicines reach patients on time and supports other essential deliveries, from wind turbines to semiconductors. At Kuehne+Nagel, our contribution counts in more ways than we imagine. Are you passionate about delivering exceptional customer experiences in the logistics industry? Kuehne + Nagel is seeking a dynamic Sea Logistics Customer Care Manager to lead and optimize our Customer Care Location (CCL) team. This role is pivotal in driving customer satisfaction, managing local P&L, and implementing national strategies to ensure sustainable growth and operational excellence.
Requirements
- 5+ years' experience in freight forwarding and supply chain management, with a focus on Sea Logistics.
- 2+ years experience as a people leader.
- Proven success in project management and strategic execution.
- Strong financial acumen with several years of P&L responsibility.
- Fluent in local language and advanced proficiency in English (written and verbal).
Responsibilities
- Lead and guide the local CCL team to deliver outstanding customer service and drive business growth.
- Collaborate with internal stakeholders to enhance customer engagement, retention, and reactivation.
- Manage and monitor sales activities, including quotations aligned with pricing strategies.
- Ensure accurate customer data and reporting, especially for SME customers.
- Partner with Finance to manage credit limits and resolve challenges.
- Drive continuous improvement in customer case management and service delivery.
- Foster close cooperation with the Operational Care Center (OCC) to optimize customer experience.
- Facilitate training and skill development for team members.
- Define and monitor SLAs, ensuring performance standards are met.
- Promote automation through tools like the eTouch Automation dashboard.
- Ensure CRM documentation and regular customer visits by the CCL team.
- Conduct weekly meetings with sales representatives to align on goals and strategies.
Benefits
- great compensation
- medical/dental benefits package
- employee discounts
- tuition reimbursement
- excellent training programs
- fun, and interesting global work environment
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
