National Project Logistics & Customer Excellence Lead

Surabaya Mekabox; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 480,000,000 - 720,000,000; Full time

Job summary

Kuehne + Nagel in Surabaya is seeking a National Project Logistics Customer Excellence Manager to lead Project Logistics Operations and Customer Service. You will own profitability, drive service excellence, onboard new business, and monitor KPIs across national accounts.

You will build and develop a high-performing team, collaborate with Sales, Marketing, and other functions, and ensure customer strategies are delivered with measurable impact on satisfaction and business growth.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Project logistics operations

Customer service management

P&L management

Stakeholder management

Continuous improvement

Team leadership

Job description

Kuehne + Nagel in Surabaya is seeking a National Project Logistics Customer Excellence Manager to lead Project Logistics Operations and Customer Service. You will own profitability, drive service excellence, onboard new business, and monitor KPIs across national accounts.

You will build and develop a high-performing team, collaborate with Sales, Marketing, and other functions, and ensure customer strategies are delivered with measurable impact on satisfaction and business growth.