Sea Logistics Customer Care Specialist, Import

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 critical role in delivering exceptional customer support by providing accurate information, responding to inquiries, and resolving issues in a timely manner. This position is responsible for ensuring a high level of service for both internal and external stakeholders. In addition, the specialist manages a dedicated portfolio of house accounts, serving as the primary point of contact, fostering strong customer relationships, and driving engagement and satisfaction.

• Drive customer engagement, satisfaction, retention, and reactivation by partnering closely with Field Sales and the Operational Care Center (OCC) to build and strengthen long-term customer relationships.
• Establish and maintain strong operational relationships with key customer contacts through regular communication, site visits, proactive consultation, and solution-oriented support.
• Ensure consistent customer outreach by conducting regular account reviews, managing customer touchpoints, and responding to inquiries in accordance with KN Service Moments standards.
• Accurately document all customer interactions, activities, and opportunities within the CRM system (Core Log) to ensure data integrity and visibility.
• Support the achievement of financial targets and strategic business objectives through effective account management and customer growth initiatives.
• Manage the end-to-end spot quotation process, ensuring timely and accurate pricing while capturing all applicable rebates in Sea Quote.
• Promote and support customer adoption of digital solutions and automation tools, including eTouch, in collaboration with the OCC and through utilization of the eTouch Automation Dashboard.
• Develop expertise in Kuehne+Nagel applications and eTouch solutions, enabling effective customer training, support, and promotion of digital capabilities.
• Complete and maintain Customer Profiles (CP), Business Profiles, and Standard Operating Procedures (SOPs) following initial customer onboarding and throughout the customer lifecycle.
• Monitor customer activity and operational exceptions through the CCL Dashboard, identifying opportunities for continuous process improvement and enhanced service delivery.
• Analyze customer profitability and implement strategies to maximize Gross Profit (GP) at the account level. Identify financial risks and collaborate with internal stakeholders to develop mitigation plans that protect and improve customer profitability.
• Monitor accounts receivable aging and proactively engage customers regarding outstanding balances to minimize overdue payments and reduce bad debt exposure.
• Partner cross-functionally with Operations, Finance, OCC, and Sales teams to ensure seamless service execution and an exceptional customer experience.

• Knowledge of freight forwarding operations, industry processes, and supply chain logistics.
• Demonstrated ability to make sound decisions and effectively solve problems in a dynamic environment.
• Basic financial acumen with the ability to evaluate information and support business decisions.
• Quick learner with the ability to adapt to new systems, processes, and industry requirements.
• Strong attention to detail with excellent organizational and follow-through skills.
• Ability to work effectively in a fast-paced environment while maintaining accuracy and attention to detail.
• Proactive, results-driven, and solution-oriented, with a passion for enhancing the overall customer experience.
• Proficiency in MS Office Suite.

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.

The hourly wage range for this position is $26.44-$28.85. 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.

Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data.

• health and welfare benefits
• 401k retirement savings plan
• tuition reimbursement
• incentive compensation for eligible roles

Kuehne+Nagel participates in E-Verify and will provide the federal government with your Form I-9 information to…