It's more than a job
As a member of the Freight Forwarding team Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. And by transporting medicines, toys and important machine parts, you are not only delivering goods, you are making small and big moments possible for people all around the world. At Kuehne+Nagel, our contribution counts in more ways than we imagine.
How you create impact
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. This role is responsible for the local Sea Logistics profit and loss (P&L) performance and the execution of customer care strategies established by National Sea Logistics leadership. The Sea Logistics Customer Care Manager drives initiatives that enhance the customer experience throughout the end-to-end supply chain, while ensuring service quality, operational efficiency, and customer retention. Additionally, the role provides leadership, coaching, and support to local Sea Logistics Customer Care and Field Sales teams to achieve business growth and customer satisfaction objectives.
- 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.
What we would like you to bring
- 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.
What's in it for you
Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. 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, 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. #LI-TD1
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.
Who we are
Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world.
As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine.
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