The Sea Logistics Operational Care Expert is responsible for driving operational excellence by delivering efficient, accurate, and customer-focused logistics solutions. Within the Operational Care Center (OCC), this role oversees the coordination of transportation activities, carrier booking management, documentation preparation, and system data integrity. Working closely with the Customer Care team, the Operational Care Expert ensures the timely fulfillment of customer requirements while adhering to sea freight regulations and country-specific compliance standards. By fostering strong partnerships with carriers and vendors, this role contributes to service performance, operational efficiency, and an exceptional customer experience.

 

• Drive process optimization initiatives in partnership with the Process & Systems team to improve workflow efficiency and eliminate operational waste.
• Continuously enhance professional knowledge and capabilities through training, development programs, and best practice sharing.
• Support the evaluation, selection, onboarding, and performance management of suppliers to ensure service excellence and operational effectiveness.
• Assist in contract administration and maintain strong, collaborative relationships with carriers, vendors, and service providers.
• Contribute to the development, implementation, and monitoring of Service Level Agreements (SLAs), proactively addressing performance gaps and driving continuous improvement.
• Ensure cost-effective supplier selection while maintaining service quality and compliance standards.
• Identify operational risks and support the development of contingency and business continuity plans.
• Leverage KPI dashboards and performance metrics to monitor service quality, identify trends, and drive operational improvements.
• Facilitate data-driven decision-making by providing meaningful performance insights across operational, financial, and service-related dimensions.
• Coordinate closely with suppliers, customers, and internal stakeholders to ensure seamless shipment execution, including arranging Kuehne+Nagel services such as trucking and customs clearance when required.
• Manage financial processes in compliance with company guidelines, including invoice verification, sales invoice creation, and Forwarding Sub Ledger (FSL) administration.
• Provide customers with timely, accurate, and proactive shipment status updates and information.Analyze KPI and operational reports to identify opportunities for increased efficiency, service excellence, and customer satisfaction.
• Monitor and drive automation adoption through the eTouch Automation Dashboard, supporting the organization's digitalization objectives.
• Validate and confirm expected Gross Profit (GP) within 24 hours to ensure financial accuracy and visibility.
• Ensure timely and accurate billing while maintaining a minimum invoice quality target of 95%.
• Minimize deferrals through effective cost management and the appropriate application of Deferral & Loss Codes.
• Accurately enter expected costs into SeaLOG and ensure timely posting to Acon+ in accordance with financial and operational standards.

• 3+ years of experience in freight forwarding, supply chain management, or logistics operations, with a strong focus on Sea Logistics.
• Solid understanding of ocean freight forwarding processes, transportation operations, and industry regulations.
• Strong organizational and planning skills, with the ability to manage multiple priorities and meet deadlines.
• Knowledge of carrier networks, ocean freight markets, and supplier relationship management.
• Financial awareness and the ability to make sound commercial decisions while balancing service quality and cost efficiency.
• Proven ability to work collaboratively in a team-oriented environment and build strong relationships with internal and external stakeholders.
• Excellent verbal and written communication skills.Strong problem-solving abilities with a proactive and adaptable mindset.
• Customer-focused approach with a commitment to delivering high-quality service and solutions.
• Continuous improvement mindset with a willingness to learn, embrace change, and contribute new ideas.
• Ability to identify opportunities to improve processes, increase efficiency, and enhance the 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.

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.