National Project Logistics Customer Excellence Manager

Kuehne Nagel; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 400,000,000 - 700,000,000; Full time

Job summary

Kuehne+Nagel is seeking a National Project Logistics Customer Excellence Manager in Surabaya, Indonesia. You will lead Project Logistics Operations and Customer Service, driving profitability, performance, onboarding, and customer satisfaction for a national scope.

The role emphasizes service excellence, continuous improvement, and building a strong team. You will manage P&L, set KPI targets, and collaborate with multiple functions to ensure customer strategies are delivered and profitability

Qualifications

• Proven experience in project logistics operations and customer service management.
• Experience leading teams and developing people.
• Experience managing P&L, financial reporting, profitability, and business targets.
• Strong customer-centric mindset with ability to manage relationships, KPIs, onboarding and escalations.
• Continuous improvement mindset with ability to identify efficiencies and implement solutions.
• Strong stakeholder management across multiple units and functions.

Responsibilities

• Lead Project Logistics Operations and Customer Service with accountability for profitability, performance, and customer satisfaction.
• Drive service excellence, onboarding, continuous improvement, and customer retention.
• Oversee staffing levels, KPI tracking, and timely system updates.
• Develop and mentor the team, providing leadership and guidance.
• Collaborate with national and corporate teams, Sales and Marketing to support customer strategies and growth.

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.