Sea Logistics Customer Care Specialist

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 all around the world.

Responsibilities

• Deliver customer engagement, satisfaction, retention, and reactivation in close cooperation with Field Sales and the Operational Care Center (OCC) to establish and strengthen operational relations with customers.
• Establish and strengthen operational relations with customer contacts through daily interactions, regular visits, and proactive advice to ensure customer satisfaction.
• Regularly contact all existing customers and manage all email communications as KN Service Moments cases.
• Accurately record and maintain all customer interactions in the CRM system (CoreLog).
• Deliver against established financial targets and strategic business objectives.
• Provide timely pricing support, manage end-to-end spot quote processes, and capture all applicable rebates in SeaQuote.
• Support customers in increasing their automation using the eTouch Automation dashboard, in collaboration with the OCC.
• Maintain a high level of knowledge in KN applications and eTouch tools, utilizing training opportunities to strengthen the ability to support, promote, and drive customer adoption of digital solutions.
• Complete Customer Profile (CP), Business Profile, and Standard Operating Procedure (SOP) after the initial customer meeting.
• Monitor exceptions through the CCL Dashboard and identify process improvement opportunities.
• Track customer profitability and maximize Gross Profit (GP) on a customer level.
• Identify financial risks and collaborate with stakeholders to develop mitigation strategies to ensure customer profitability does not decline.
• Monitor and follow up on accounts receivable overdue aging to raise with the customer and ensure bad debts are minimized.

Requirements

• Experience in freight forwarding preferred, ideally within Sea Logistics.
• Demonstrated ability to make decisions and solve problems effectively.
• Basic financial acumen with the ability to support business-related decision-making.
• Strong collaboration skills with a team-oriented approach.
• Customer management experience, with the ability to build engagement and maintain satisfaction throughout the customer lifecycle.
• Excellent communication skills, capable of effectively conveying ideas and information to a variety of stakeholders.
• Customer-focused mindset with a commitment to delivering solutions that address evolving customer needs.
• Adaptability and openness to change, with a continuous improvement mindset.
• Proactive and solution-oriented, with a focus on enhancing the overall customer experience.

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.

Benefits

At Kuehne+Nagel, we offer 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.
• A 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.