Sea Logistics Customer Care Specialist

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.

The Sea Logistics Customer Care Specialist plays a key role in supporting customers by providing accurate information, addressing inquiries, and resolving concerns. This role is accountable for delivering excellent service to both internal and external stakeholders. Additionally, they manage a personal portfolio of house accounts as an account owner, maintaining strong customer relationships and driving engagement.

• Drive customer engagement, satisfaction, retention, and reactivation by partnering closely with Field Sales and the Operational Care Center (OCC).
• Build and maintain strong customer relationships through regular communication, site visits, and proactive support.
• Ensure all customer interactions, calls, and emails are managed in accordance with KN Service Moments standards.
• Accurately document customer interactions and activities within Core Log/CRM systems.
• Support the achievement of financial targets and strategic business objectives.
• Manage end-to-end spot quotations, ensure timely pricing responses, and capture all applicable rebates in Sea Quote.
• Promote customer adoption of digital solutions and automation tools, including the eTouch Automation Dashboard, in collaboration with the OCC.
• Maintain expertise in KN applications and eTouch tools to effectively support and advise customers.
• Complete and maintain Customer Profiles (CP), Business Profiles, and Standard Operating Procedures (SOPs) following customer onboarding.
• Monitor customer exceptions through the CCL Dashboard and identify opportunities for process improvement.
• Analyze customer profitability and implement strategies to maximize gross profit performance.
• Identify financial risks and collaborate with internal stakeholders to develop mitigation plans and protect customer profitability.
• Monitor accounts receivable aging, follow up with customers on outstanding balances, and support efforts to minimize bad debt.

• Experience in freight forwarding, preferably within Sea Logistics.
• Demonstrated ability to make sound decisions and solve operational challenges.
• Foundational financial acumen with the ability to support business and operational decisions.
• Strong collaborative skills with a team-oriented approach.
• Excellent communication skills with the ability to effectively interact with customers, colleagues, and other stakeholders.
• Customer-focused mindset with a commitment to delivering high-quality solutions and service.
• Adaptable and open to change, with a continuous improvement mindset.
• Proactive, solution-oriented approach to overcoming challenges and enhancing the customer experience.

This position is not eligible for employment visa sponsorship. Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future employer sponsorship.

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. Base wage 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…