Sea Logistics Customer Care Manager, Key Accounts
How you create impact
- Own and nurture post-sale customer relationships, serving as a trusted advisor and strategic partner to drive long-term customer success.
- Act as the primary point of contact for assigned key accounts, fostering strong partnerships through proactive communication and relationship management.
- Lead regular customer engagements, including business reviews, performance updates, and strategic planning sessions, to strengthen collaboration and ensure alignment with customer objectives.
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Monitor account performance and market trends to identify growth opportunities, mitigate risks, and enhance customer value.
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Partner with Sales teams to drive cross-selling and upselling initiatives across Kuehne+Nagel's service portfolio.
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Support commercial activities, including RFQs, pricing strategies, and customized service solutions that align with customer needs and business goals.
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Collaborate closely with cross-functional teams, including Operations, Sales, Trade Management, and Customer Care Locations, to ensure consistent service excellence and operational performance.
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Lead the onboarding and implementation of new customer accounts, overseeing operational setup, stakeholder alignment, and hyper-care support to ensure a seamless transition.
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Maintain and manage customer-specific SOPs, rate structures, and system configurations to ensure accuracy, compliance, and operational efficiency.
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Proactively identify, address, and resolve service challenges, conducting root cause analysis and implementing sustainable corrective actions.
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Manage claims processes for assigned accounts, coordinating with relevant stakeholders to ensure timely and effective resolution.
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Partner with carriers, vendors, and internal teams to anticipate and mitigate potential service disruptions.
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Monitor key performance indicators (KPIs), service level agreements (SLAs), and financial metrics to ensure contractual commitments and business objectives are achieved.
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Analyze customer performance data and leverage insights to drive operational improvements and enhance the customer experience.
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Champion continuous improvement initiatives that optimize processes, increase efficiency, and support customers' evolving supply chain strategies.
What we would like you to bring
- 5+ years of experience in Sea Logistics, Freight Forwarding, Supply Chain, Logistics, or a related field, with a strong understanding of end-to-end ocean freight processes.
- Proven experience in a customer-facing role, managing key accounts and building strong client relationships.
- Bachelor's degree in Supply Chain Management, Logistics, Business, or a related discipline preferred.
- Demonstrated ability to work independently, manage multiple priorities, and adapt in a fast-paced, customer-driven environment.
- Strong communication, stakeholder management, and relationship-building skills, with a proactive, solutions-oriented approach.
- Ability to collaborate effectively across global teams, time zones, and organizational levels.
- Proficiency in Microsoft Office Suite (particularly Excel and PowerPoint), and familiarity with EDI/API integrations.
- Experience with, or a strong willingness to learn, Business Intelligence (BI) reporting tools and Tableau, leveraging data and analytics to support customer insights and decision-making.
- Strong analytical and problem-solving skills, with the ability to identify opportunities for process improvement and service enhancement.
- Customer-centric mindset with a commitment to delivering exceptional service and driving long-term customer success.
What's in it for you
At 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. The target base salary range for this position is between $85,000 and $90,000. Base salary 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.