Sea Logistics Customer Care Specialist, Export

About the role

The Sea Logistics Customer Care Specialist plays a key role in supporting customers by providing accurate information, addressing inquiries, and resolving concerns. This role is accountable for delivering excellent service to both internal and external stakeholders. Additionally, they manage a personal portfolio of house accounts as an account owner, maintaining strong customer relationships and driving engagement.

Responsibilities

• Drive customer engagement, satisfaction, retention, and reactivation by collaborating closely with Field Sales and the Operational Care Center (OCC) to build and strengthen customer relationships.
• Serve as a trusted advisor and primary point of contact for customers, fostering strong operational partnerships through proactive communication, regular business reviews, and customer visits.
• Deliver a best-in-class customer experience by ensuring timely resolution of inquiries, managing service requests, and addressing customer concerns with a customer-centric approach.
• Manage a portfolio of customer accounts, ensuring consistent engagement and adherence to Kuehne+Nagel service standards, including the handling of all customer interactions through KN Service Moments.
• Maintain accurate and up-to-date customer information, activity logs, and account records within CoreLOG and other company systems.
• Support the achievement of financial targets and strategic objectives by identifying growth opportunities and delivering value-added solutions to customers.
• Manage end-to-end spot quotation requests, provide timely and competitive pricing solutions, and ensure all applicable rebates are accurately captured in SeaQuote.
• Promote customer adoption of digital solutions and automation tools, partnering with the OCC to increase utilization of eTouch platforms and enhance operational efficiency.
• Leverage expertise in Kuehne+Nagel systems, applications, and digital tools to educate customers and drive usage of self-service and automation capabilities.
• Develop and maintain customer profiles, business profiles, and standard operating procedures (SOPs) to ensure consistent service delivery and operational excellence.
• Monitor customer performance, shipment exceptions, and service trends through dashboards and reporting tools, identifying opportunities for continuous improvement.
• Analyze customer profitability and proactively identify opportunities to maximize gross profit while supporting long-term customer growth.
• Identify financial risks and collaborate with internal stakeholders to implement mitigation strategies that protect and improve account profitability.
• Partner with customers and internal teams to monitor outstanding receivables, resolve payment issues, and minimize overdue balances and bad debt exposure.

Requirements

• 2+ years of freight forwarding Sea Export experience.
• Proficiency MS Office Suite applications.
• Strong analytical, problem-solving, and decision-making skills with the ability to thrive in a fast-paced environment.
• Basic financial acumen with the ability to balance customer needs and business objectives.
• Strong interpersonal, communication, and collaboration skills, with the ability to effectively engage customers and cross-functional stakeholders.
• Customer-focused mindset with a proven ability to build relationships, deliver exceptional service, and foster long-term customer engagement.
• Proactive and solution-oriented, with strong organizational skills and attention to detail.
• Adaptable and open to change, with a continuous improvement mindset focused on enhancing customer experiences and operational performance.

Pay

The hourly wage for this position is between $24.04 and is negotiable based on experience. Base wage 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. 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.