Road Logistics Customer Care Manager - Southbound Exports

Overview

As a member of the Freight Forwarding team at 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.

Kuehne+Nagel is seeking a Customer Care Manager to lead U.S. to Mexico export operations in Laredo, TX. This role is responsible for overseeing the Customer Care function, ensuring best-in-class service delivery, and maintaining full compliance with export and import regulations. You will manage end-to-end export processes, lead a high-performing team, and drive operational excellence in a fast-paced, high-volume cross-border environment.

• Lead and develop the Customer Care team supporting Southbound export operations
• Ensure accurate and timely AES filings (EEI/ITN) in compliance with FTR regulations
• Manage the end-to-end export process from order validation through final delivery
• Coordinate with Mexico customs brokers on pedimentos, HS classification, and valuation
• Serve as the escalation point for operational and compliance-related issues
• Monitor and drive KPIs including filing accuracy, transit times, and customer satisfaction
• Stay current on international trade regulations and ensure operational alignment
• Identify and implement process improvements to support scalability and growth

• 5+ years experience in road logistics, preferably with cross border operations
• Proficient in AES filings, EEI, ITN, and FTR compliance
• Strong knowledge of Mexico customs processes and cross-border brokerage coordination
• Experience managing high-volume U.S.–Mexico logistics operations
• Proven leadership experience with team development and performance management
• Strong problem-solving, communication, and organizational skills
• Ability to operate effectively in a fast-paced, compliance-driven environment

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 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.

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.

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.

Kuehne+Nagel is committed to Equal Employment Opportunity (“EEO”) and to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful retaliation. Kuehne+Nagel strictly prohibits all discrimination on the basis of race, ancestry, color, age, national origin, ethnicity, religious creed or belief, physical or mental disability, marital or familial status, legally protected medical condition, genetic information, military or veteran status, sex (including pregnancy, childbirth, breastfeeding, or related medical condition), gender (including gender identity and gender expression), sexual orientation, citizenship status, protected activity (such as opposition to or reporting of prohibited discrimination or harassment).

Kuehne+Nagel will also make reasonable accommodations for disabled applicants and employees, including accommodations for pregnancy and childbirth, and for the sincerely held religious beliefs of applicants and employees depending upon individual circumstances unless such accommodation would create an undue hardship on Kuehne+Nagel.