Sea Logistics Customer Care Manager, Export

It's more than a job 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. ‎ How you create impact The Sea Logistics Customer Care Manager leads, directs, and optimizes the Customer Care Location (CCL) team within the Detroit branch to deliver exceptional customer service, drive sustainable growth, and ensure operational excellence across the Sea Logistics business. This role is responsible for the local Sea Logistics profit and loss (P&L) performance and the execution of customer care strategies established by National Sea Logistics leadership. The Sea Logistics Customer Care Manager drives initiatives that enhance the customer experience throughout the end-to-end supply chain, while ensuring service quality, operational efficiency, and customer retention. Additionally, the role provides leadership, coaching, and support to local Sea Logistics Customer Care and Field Sales teams to achieve business growth and customer satisfaction objectives. Lead, coach, and optimize the local Customer Care Location (CCL) team to deliver exceptional customer service, operational excellence, and sustainable business growth. Drive customer engagement, satisfaction, retention, and reactivation through high service quality and close collaboration with operational, commercial, and Sea Logistics stakeholders. Manage, monitor, and drive local sales activities to support customer growth and profitability objectives. Prepare, document, and follow up on quotations for existing business in alignment with pricing strategies and company guidelines. Ensure the accuracy and completeness of customer contact information, service data, and reporting within company systems. Partner with Finance to review and adjust credit limits based on business development and coordinate appropriate actions when challenges arise. Drive continuous improvement of customer care processes and controls, including customer case management through KN Service Moments, to ensure consistent delivery on customer commitments. Foster strong collaboration with the Operational Care Center (OCC) to optimize service execution and the overall customer experience. Support employee development through coaching, performance management, training, and skill-building initiatives. Define, monitor, and manage Service Level Agreements (SLAs) through KN Service Moments, addressing performance gaps and driving corrective actions when necessary. Ensure Customer Care teams conduct regular customer visits (minimum twice per week) and accurately document all customer interactions in CoreLog. Provide insights and reporting that support informed business decisions and continuous performance improvement across Customer Care teams. Drive customer adoption of digital solutions and increase automation through the eTouch Automation Dashboard in partnership with the OCC. Ensure Customer Profiles, Business Profiles, and Standard Operating Procedures (SOPs) are completed and maintained following initial customer onboarding. Conduct regular meetings with sales representatives to align on customer needs, business opportunities, and strategic priorities. What we would like you to bring Extensive experience in freight forwarding and supply chain management, with a strong emphasis on Sea Logistics. Proven track record of successfully leading projects from planning through execution, delivering results in complex operational environments. Several years of P&L management experience, demonstrating strong financial acumen, commercial awareness, and strategic decision-making capabilities. Proven leadership experience with the ability to inspire teams, foster collaboratio…

View the full posting and apply