Sea Logistics Customer Care Manager, Key Accounts

About the role

The Healthcare Sea Logistics Customer Care Manager plays a key role in transporting goods, optimizing processes, and fulfilling customer promises. This role focuses on healthcare and perishable accounts, ensuring a high-touch, compliant, and consistent customer experience.

Responsibilities

• Serve as the dedicated customer-facing owner for assigned healthcare & perishable accounts, ensuring a high-touch, compliant, and consistent customer experience.
• Build strong relationships with customers and ensure proactive, high-touch communication.
• Advocate for customers internally, managing escalations from identification through resolution while ensuring service commitments are met.
• Support healthcare compliance requirements, customer SOPs, and GxP standards by partnering with operations and escalating risks when needed.
• Collaborate with operations, sales, billing, implementation, overseas teams, and claims stakeholders to deliver a seamless customer experience.
• Maintain customer performance, monitor shipment exceptions, KPIs, and service issues; identify root causes and drive corrective actions.
• Assist with Quarterly Business Reviews (QBRs), customer performance reporting, and continuous improvement initiatives.
• Identify customer risks, service gaps, and growth opportunities, partnering with sales teams to support retention and account growth.
• Lead Hyper-Care activities, including daily customer communications, shipment oversight, issue resolution, escalation management, and progress updates to customers, sales teams, and senior leadership.
• Utilize operational data and performance metrics to provide transparent updates and demonstrate progress on corrective actions.

Requirements

• 5+ years of Sea Logistics experience, with a strong understanding of end-to-end supply chain operations, preferably supporting healthcare, pharmaceutical, life sciences, or other highly regulated industries.
• Bachelor’s degree in Supply Chain, Logistics, Business Administration, or a related field.
• Proven customer-facing experience with the ability to build trusted relationships and deliver exceptional service for strategic accounts.
• Knowledge of healthcare logistics requirements, including compliance standards, SOP adherence, temperature-sensitive shipments, and critical customer service expectations.
• Strong organizational and project management skills with the ability to work independently, manage multiple priorities, and adapt to changing customer demands.
• Excellent communication, interpersonal, and problem-solving abilities with a proactive, customer-centric approach.
• Able to collaborate effectively with cross-functional teams and stakeholders across global regions and multiple time zones.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Experience using business intelligence and reporting tools such as Tableau, with the ability to leverage data and analytics to drive performance improvements and customer insights.
• Familiarity with EDI/API integrations preferred.

Qualifications

• Currently authorized to work in the United States on a full-time basis without the need for current or future employer sponsorship.

Skills

• Customer Relationship Management
• Supply Chain Management
• Healthcare Logistics
• Compliance Standards
• Project Management
• Communication Skills
• Problem Solving
• Collaboration
• Microsoft Office Suite
• Data Analysis
• EDI/API Integrations

Benefits

• Competitive Total Rewards Package
• Health and Welfare Benefits
• 401(k) Retirement Savings Plan
• Tuition Reimbursement
• Incentive Compensation

Pay

The target salary range for this position is between $90,000 and $110,000. 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.

Schedule

Full-time position.