Sea Logistics Customer Care Manager, Export

About the role

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.

Responsibilities

• 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.

Requirements

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 collaboration, drive accountability, and support employee development.

Extensive customer management experience across the full customer lifecycle, with a focus on driving engagement, retention, and satisfaction.

Excellent communication and interpersonal skills, with the ability to effectively engage stakeholders at all levels of the organization.

Strong customer-centric mindset, dedicated to delivering solutions that meet customer needs and support long-term business growth.

Demonstrated change management capabilities, with experience leading transformation initiatives and driving continuous improvement.

Passion for developing people, improving processes, and enhancing the overall customer experience.

Adaptable, proactive, and results-oriented, with the ability to identify opportunities for operational excellence and implement effective solutions.

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.

Qualifications

Education: Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field.

Experience: Minimum of 5 years of relevant experience in freight forwarding and supply chain management, with a strong emphasis on Sea Logistics.

Skills: Proficiency in Microsoft Office Suite, CRM software, and SAP or similar ERP systems.

Licenses/Certifications: Valid driver’s license and required certifications for the role.

Benefits

Kuehne+Nagel offers a comprehensive benefits package that includes:

• Health and welfare benefits
• A 401(k) 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.

Kuehne+Nagel participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

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.

Pay

Base wage is part of a competitive total rewards package.

Schedule

The schedule is flexible and may vary based on the needs of the business.