Customer Relationship Manager

About the role

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. 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 Sterling the Customer Relationship Managers build trusted relationships with customers and protect Sterling's brand by maintaining a positive company image. Internally, CRMs serve as the primary liaison between Business Development and Operations. This position will sit in IAD control tower. As part of the Business Development function, the CRM is responsible for proactively managing customer relationships and addressing customer needs on a day-to-day basis. The CRM must be process-oriented, detail-focused, and capable of analytical and strategic thinking. Each CRM is accountable for supporting assigned customers, addressing service failures, and coordinating corrective actions in accordance with established procedures to prevent recurrence.

Responsibilities

Operational Excellence and Continuous Improvement

• Drive operational excellence for assigned accounts
• Conduct daily job follow-up for top customers, proactively reviewing active shipments, identifying risks or service issues, coordinating required actions with Operations, and providing timely customer updates through resolution

Relationship Management and Strategic Planning

• Maintain and foster strong long-term relationships with key customers
• Serve as a liaison between clients and the Business Development group

Communication and Collaboration

• Maintain open channels of communication between Sales, Operations, and Quality Assurance
• Collaborate with Business Development to define and communicate customer-specific expectations

Reporting and Documentation

• Maintain accurate and up-to-date Standard Operating Procedures (SOPs) and Customer Operating Procedures (COPs)
• Provide KPI reporting as required for monthly and quarterly business reviews

Requirements

• 3+ years of industry experience
• Extensive Customer Service experience required
• Group leadership skills
• College/University B.A./B.S. or equivalent work experience
• Dangerous Goods/Restricted Article Regulations Certified
• Must be currently authorized to work in the United States on a full-time basis without the need for current or future employer sponsorship (position not eligible for employment visa sponsorship)

Benefits

Kuehne+Nagel offers 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
• 401k retirement savings plan
• Tuition reimbursement
• 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.

About Kuehne+Nagel

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.