Customer Service Officer — Welcoming & Guiding Guests (Surabaya)

Gayana Advertise; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 900,000,000 - 1,500,000,000; Full time

Job summary

Kuehne + Nagel is seeking a National Project Logistics Customer Excellence Manager to lead Project Logistics Operations and Customer Service, ensuring profitability, performance, and high customer satisfaction across the national scope.

You will drive onboarding, continuous improvement, and retention while developing your team and aligning with national and corporate logistics goals. This role emphasizes service excellence, KPI monitoring, and strong stakeholder collaboration.

Qualifications

• Experience in project logistics operations.
• Proven leadership and people development.
• Experience managing P&L and financial reporting.
• Strong customer-centric mindset.

Responsibilities

• Lead Operations & Customer Excellence across Project Logistics.
• Own Project Logistics P&L, profitability targets, and financial reporting.
• Drive customer onboarding and KPI monitoring to ensure satisfaction.
• Build and develop an independent, high-performing team.
• Collaborate with national and corporate Project Logistics, Sales, and Marketing teams.

Skills

Project logistics

Customer service leadership

P&L management

Stakeholder management

Team development

Job description

National Project Logistics Customer Excellence Manager

Posted 1 day ago

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Job Description

It’s more than a job. In an administrative role at Kuehne+Nagel, tasks such as managing office operations or coordinating schedules certainly contribute to your team’s success, but they also provide meaningful moments for people around the world. Because your attention to detail supports your colleagues to perform at their best, such as ensuring the timely and seamless transport of hearing aids and advanced medical devices that change lives. At Kuehne+Nagel, our work contributes to more than we imagine.

As the National Project Logistics Customer Excellence Manager, you will lead Project Logistics Operations and Customer Service, with responsibility for profitability, operational performance, and customer satisfaction. You will drive service excellence, successful customer onboarding, continuous improvement, and customer retention while developing your team and ensuring customer strategies are effectively delivered.

How you create impact

• Lead Operations & Customer Excellence: Ensure consistently high customer service standards, operational efficiency, and continuous improvement across Project Logistics Operations and Customer Service.
• Manage Financial Performance: Take ownership of Project Logistics P&L, achieve NPII targets, maintain accurate financial reporting, and establish minimum profitability margins.
• Drive Customer Onboarding: Oversee the implementation of new business, ensuring customer requirements are met and agreed profitability objectives are achieved.
• Monitor Operational Performance: Ensure appropriate staffing levels, accurate and timely system updates, and effective implementation and monitoring of customer KPIs.
• Build Customer Relationships: Strengthen customer engagement and retention through regular customer reviews, proactive issue resolution, and effective management of escalations.
• Lead & Develop the Team: Build and manage an independent team, provide leadership and guidance, and support talent development and mentoring.
• Collaborate Across Functions: Work closely with national and corporate Project Logistics teams, Sales and Marketing, and other functional stakeholders to support customer strategies and business growth.

What we would like you to bring

• Strong experience in project logistics operations and customer service management.
• Proven capability in operational leadership, team management, and people development.
• Experience managing P&L, financial reporting, profitability, and business performance targets.
• A strong customer‑centric mindset, with the ability to manage customer relationships, KPIs, onboarding, and escalations.
• A continuous improvement mindset, with the ability to identify operational efficiencies and implement effective solutions.
• Strong stakeholder management and collaboration skills across multiple business units and functional teams.

What’s in it for you

• The opportunity to lead and shape customer excellence across Project Logistics operations at a national level.
• A leadership role combining operational management, financial accountability, customer engagement, and team development.
• The opportunity to drive continuous improvement and contribute directly to customer satisfaction and business profitability.

Who are we

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.

We kindly advise that placement agencies refrain from submitting unsolicited profiles. Any submissions of candidates without prior signed agreement will be considered our property and no fees will be paid.

Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: with the nature of your request. We will answer your inquiry within 24 hours.