Sea Logistics Customer Care Manager, Key Accounts

About the role

As a member of the Freight Forwarding team at Kuehne+Nagel, you will play a key role in transporting goods, optimizing processes, and fulfilling our customers' promises. By transporting medicines, toys, and important machine parts, you are not only delivering goods but also making small and big moments possible for people worldwide.

How you create impact

As a Sea Logistics Customer Care Manager, Key Accounts, you will drive proactive customer engagement and operational excellence to deliver a best-in-class Sea Logistics experience. Your mission is to champion the customer experience by proactively managing relationships and orchestrating seamless, high-impact logistics solutions that deliver real value and long-term partnerships.

• Own and strengthen post-sale customer relationships, serving as a trusted partner and primary point of contact for strategic accounts.
• Drive proactive customer engagement through regular business reviews, operational updates, and planning discussions to ensure alignment, satisfaction, and long-term success.
• Monitor account performance, identify risks and growth opportunities, and partner with commercial teams to support customer retention, cross-selling, upselling, RFQs, and tailored logistics solutions.
• Collaborate with internal stakeholders across Operations, Sales, Trade Management, and Customer Care to ensure seamless service delivery and an exceptional customer experience.
• Lead the onboarding and implementation of new customer accounts, including operational setup, SOP management, system configuration, and hypercare support.
• Proactively resolve service issues through effective root-cause analysis, coordinating with customers, carriers, and internal teams to implement sustainable solutions.
• Manage claims activities for assigned accounts, ensuring timely resolution and clear communication with all stakeholders.

What we would like you to bring

• Sea logistics experience with a strong understanding of terminology, operations, and customer solutions.
• Customer service experience with the ability to build trusted relationships and deliver exceptional service.
• Strong communication, stakeholder management, and problem-solving skills, with a proactive and customer-centric approach.
• Ability to work independently, manage multiple priorities, and adapt quickly in a fast-paced, evolving environment.
• Proficiency in Microsoft Office applications, with advanced Excel skills required, including PivotTables, VLOOKUPs, and data analysis.
• Familiarity with EDI/API integrations and their application within logistics and supply chain operations is considered an asset.

Pay

The target salary range for this position is between $75,000 and $85,000. Base salary 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.