Sea Logistics Customer Care Manager
Drive Customer Excellence in a Global Logistics Leader
At Kuehne+Nagel, we don't just move cargo, we create seamless supply chain experiences for customers worldwide. We are looking for an experienced and customer-focused Sea Logistics Customer Care Manager to lead our Customer Care team in Singapore and play a pivotal role in delivering exceptional service, sustainable growth and long-term customer success.
Your Opportunity
As the Sea Logistics Customer Care Manager, you will lead and develop the local Customer Care team while taking ownership of customer satisfaction, retention, growth and operational excellence. You will be responsible for the local Sea Logistics P&L, drive customer engagement initiatives, and work closely with Sales, Operations and senior leadership to ensure an outstanding customer experience across the entire supply chain.
What You'll Be Doing
- Lead, coach and develop the local Customer Care team to deliver customer excellence and drive sustainable business growth.
- Drive customer engagement, satisfaction, retention and reactivation through proactive relationship management and service excellence
- Manage and oversee sales-related activities, including quotations, customer opportunities and pricing alignment.
- Take ownership of the local Sea Logistics P&L, ensuring strong commercial and financial performance
- Partner closely with operational and commercial stakeholders to continuously improve the customer journey.
- Drive process improvement initiatives, customer reporting accuracy and customer case management excellence.
- Work with Finance to manage credit limits and support sound business decision-making.
- Collaborate with the Operational Care Center to enhance service delivery and customer experience outcomes.
- Define, monitor and improve Service Level Agreements (SLAs), ensuring customer commitments are consistently met.
- Promote customer adoption of digital tools and automation solutions to improve efficiency and visibility.
- Support talent development through coaching, training and succession planning initiatives
What We're Looking For
- Extensive experience in freight forwarding, logistics or supply chain management, with a strong focus on sea freight.
- Proven leadership experience managing and developing high-performing customer service, customer care or operations teams
- Strong commercial acumen with experience managing P&L performance and business growth initiatives.
- Excellent customer relationship management skills with a passion for delivering exceptional service.
- Fluent English communication skills, both written and spoken.
Why Join Kuehne+Nagel?
- Be part of one of the world's leading logistics providers.
- Lead a highly visible function that directly impacts customer experience and business growth.
- Work alongside talented colleagues across sales, operations and global customer care networks.
- Access continuous learning, leadership development and career progression opportunities.
- Help shape the future of customer experience in international logistics.
Ready to Make an Impact?
If you are passionate about customer success, commercial growth and developing high-performing teams, we'd love to hear from you.