Sea Logistics Customer Care Supervisor

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.

Your Role

The Sea Logistics Customer Care Supervisor ensures frontline support for clients and customers, maintaining high levels of satisfaction with products, services, and features and drive sustainable growth across their team.

They are responsible for delivering excellent service to both internal and external stakeholders. They oversee Customer Care Location (CCL) teams, including team leaders, experts, and specialists, while also managing a personal portfolio of house accounts as an account owner.

Your Responsibilities

• Drive customer engagement, satisfaction, retention and reactivation in close cooperation with Field Sales and the Operational Care Centre (OCC) to establish and strengthen operational relations with customers
• Ensure the CCL Team 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 and correct customer contact data, service data and changes in our systems including customer reporting for small and medium-sized enterprise (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
• Document, analyse and resolve complaints, then identify root causes and find sustainable solutions with the OCC
• Ensure delivery against all financial targets and strategic objectives.
• Attend customer visits to support with the development, continuous improvement and retention of key SME business
• Facilitate skill updates and participation in training programs for team members
• Ensure informed decision-making across various dimensions, supporting CCL teams
• Support and sponsor the implementation of new SME business awards and allocation to the respective Customer Care Expert and Specialist
• Monitor and ensure all CCL Teams are visiting customers regularly and all interactions are logged in CRM system (CoreLog)
• Work with Manager to identify and develop GP growth strategies and strategic allocation of volumes to support business strategy
• Monitor and increase automation of customers using the eTouch Automation dashboard, in collaboration with the OCC
• Monitor customer exceptions for the team’s customers through the CCL dashboard
• Other duties relevant to the position as assigned by the Company and/or your supervisor and manager.

Your Skills and Experiences

Hard Skills

• Strong experience in freight forwarding and supply chain management, with a strong focus on Sea Logistics
• Proven ability in project management, successfully leading initiatives from planning to execution
• First experience in P&L responsibility, demonstrating financial acumen and strategic decision-making
• Fluent in local language and advanced English proficiency (written and verbal)

Soft Skills

• Demonstrated leadership experience with the ability to inspire, foster collaboration, and drive commitment while supporting team development
• Solid expertise in customer management across the full lifecycle, ensuring strong engagement and satisfaction.
• Effective communication skills with the ability to convey ideas clearly across all levels
• Customer-focused mindset, committed to delivering tailored solutions that meet evolving needs
• Change-oriented mindset, with experience in supporting transformations and continuous improvement initiatives
• Proactive approach to driving ongoing improvements for both people and customers
• Adaptable and solutions-driven in optimizing processes for efficiency and effectiveness

Good Reasons to Join

At Kuehne + Nagel, you get to grow your expertise, shape processes and deliver innovative solutions. We are continuously building our local and global network and our product portfolio, creating career opportunities in different fields of work worldwide. As a leader in the logistics industry, we provide a collaborative and IT driven environment where you will work with motivated and customer-centric colleagues across the world.

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.

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