Sea Logistics Customer Care Manager, Key Accounts

How you create impact

As a Sea Logistics Customer Care Manager, Key Accounts, you will be responsible for delivering a best-in-class customer experience for our strategic customers. By combining proactive account management, customer advocacy, and operational expertise, you will build strong partnerships, ensure seamless logistics execution, and drive solutions that support customer success and business growth.

• 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.
• Monitor account performance and market trends to identify growth opportunities, mitigate risks, and enhance customer value.
• Partner with Sales teams to drive cross-selling and upselling initiatives across Kuehne+Nagel's service portfolio.
• Support commercial activities, including RFQs, pricing strategies, and customized service solutions that align with customer needs and business goals.
• Collaborate closely with cross-functional teams, including Operations, Sales, Trade Management, and Customer Care Locations, to ensure consistent service excellence and operational performance.
• Lead the onboarding and implementation of new customer accounts, overseeing operational setup, stakeholder alignment, and hyper-care support to ensure a seamless transition.
• Maintain and manage customer-specific SOPs, rate structures, and system configurations to ensure accuracy, compliance, and operational efficiency.
• Proactively identify, address, and resolve service challenges, conducting root cause analysis and implementing sustainable corrective actions.
• Manage claims processes for assigned accounts, coordinating with relevant stakeholders to ensure timely and effective resolution.
• Partner with carriers, vendors, and internal teams to anticipate and mitigate potential service disruptions.
• Monitor key performance indicators (KPIs), service level agreements (SLAs), and financial metrics to ensure contractual commitments and business objectives are achieved.
• Analyze customer performance data and leverage insights to drive operational improvements and enhance the customer experience.
• 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

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.

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