Sea Logistics Customer Care Manager

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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We are looking for a Sea Logistics Customer Care Manager who will be leading, directing and optimizing the Customer Care Location (CCL) team for a specific location (branch) to continuously provide customer excellence and sustainable growth across the scope of responsibility. The position is responsible for the local Sea Logistics P&L. The role oversees the local implementation of the customer care strategy defined by the National Sea Logistics leadership. It drives initiatives aimed at enhancing the customer experience throughout the entire supply chain. Additionally, the position engages with and supports the local Sea Logistics field sales teams.

How you create impact

• Lead, guide and optimize the local Customer Care Location (CCL) team to ensure customer excellence, sustainable growth and strong collaboration with operational, commercial and sea logistics stakeholders
• Drive customer engagement, satisfaction, retention and reactivation through high service quality, effective case management and close cooperation with the Operational Care Center (OCC)
• Support, monitor and drive all sales activities including providing, documenting and following up on quotations in line with pricing strategy and ensuring weekly meetings with sales representatives
• Ensure accurate and complete customer contact data, service data, reporting and process controls while overseeing the completion of Customer Profiles, Business Profiles and SOPs after initial customer meetings
• Collaborate with Finance to adjust credit limits based on business development and coordinate actions in case of challenges
• Monitor customer visits by CCL teams minimum twice per week ensure all interactions are logged in the CRM system and support informed decision‑making across the team
• Facilitate skill development and training programs define and monitor SLAs and address performance issues when needed
• Increase customer automation through the eTouch Automation dashboard in collaboration with the OCC and continuously improve processes to deliver consistently on the customer promise
  
  

What we would like you to bring

• Extensive experience in freight forwarding with a strong focus on Sea Logistics
• Proven project management capability with successful leadership from planning to execution
• Solid financial acumen supported by several years of P&L responsibility
• Fluency in the local language and advanced proficiency in English
• Strong leadership skills with the ability to inspire teams, foster collaboration and support development
• Deep expertise in customer management across the full lifecycle ensuring high engagement and satisfaction
• Excellent communication skills with the ability to convey ideas effectively at all levels
• Strategic and proactive mindset with strong change management capabilities and a focus on continuous improvement
  
  

What's in it for you

You will join a dynamic and collaborative environment where your leadership and expertise directly shape customer satisfaction and operational excellence. This role offers the opportunity to drive meaningful improvements, influence strategic decisions and contribute to sustainable business growth. You will work closely with motivated teams, gain visibility across the organization and continuously develop your professional capabilities.

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.

We kindly advise that placement agencies refrain from submitting unsolicited profiles. Any submissions of candidates without prior signed agreement will be considered our property and no fees will be paid.