Job Description

It's more than a job
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.
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As Sea Logistics Customer Care Manager you will lead, direct and optimize the Customer Care Location (CCL) team for your location to continuously provide customer excellence and sustainable growth across your scope of responsibility. You wikll be responsible for the local Sea Logistics P&L and oversee the local implementation of the customer care strategy defined by the National Sea Logistics leadership. They drive initiatives aimed at enhancing the customer experience throughout the entire supply chain. Additionally, you will manage and support the local Sea Logistics field sales teams.
How you create impact

• Lead, guide and optimize the local Customer Care Location (CCL) team to continuously provide customer excellence and sustainable growth across your scope of responsibility
• Drive customer engagement, satisfaction, retention and reactivation through high levels of service quality and close collaboration with operational and commercial key stakeholders, along with sea logistics management to optimize the customer experience
• Manage, monitor & drive all sales activities
• Provide, document and follow-up on quotations for existing business in line with the pricing strategy
• Focus on continuous improvement of process controls ensuring complete & correct customer contact data, service data and changes in our systems including customer reporting for SME customers
• Collaborate with Finance to adjust credit limits based on daily business development and coordinate measures in case of challenges
• Focus on continuous improvement of processes and controls,including customer case management through KN Service Moments, aiming for a consistent delivery against the customer promise
• Ensure close cooperation with the Operational Care Center (OCC) to optimize customer experience and facilitate skill development and training programs for team members
• Define and monitor Service Level Agreements (SLAs), addressing performance issues as needed
• Monitor and ensure all CCL Teams are visiting customers (minimum 2x per week) and all interactions are logged in CRM system
• Ensure informed decision-making across various dimensions,supporting CCL teams
• Monitor and increase automation of customers using the eTouch, Automation dashboard, in collaboration with the OCC
• Oversee that the CCL teams are completing the Customer Profile (CP),Business Profile, and Standard Operating Procedure (SOP) after the initial customer meeting
• Ensure weekly meetings with sales representatives

If you require an accommodation for the recruitment /interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs
What we would like you to bring

• Bachelors Degree in supply chain management or similar field
• Proven experience leading and managing teams
• 4+ years of Proven experience in similar role from Freight Forwarding industry
• Strong analytical and problem-solving skills to identify issues and develop effective solutions
• Strong organizational and time-management abilities to manage priorities and tasks in a fast-paced environment

What's in it for you
There has never been a better time to work in logistics. Bring your skills to an industry that offers stability and international career growth. We offer a great compensation and medical/dental benefits package, employee discounts, tuition reimbursement, excellent training programs, and a fun, and interesting global work environment. #LI-PD1
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.

Skills Required