Sea Logistics Customer Care Manager, Key Accounts

Kuehne Nagel; Jakarta Pusat; On-site; IDR 350,000,000 - 600,000,000; Full time

Job summary

Kuehne+Nagel Jakarta is seeking a seasoned Account Manager to lead strategic global and local customer relationships in Sea Logistics, driving satisfaction and growth.

You will analyze performance, prepare MBRs and QBRs, coordinate with operations, customs, and commercial teams, and identify opportunities to cross-sell and expand key accounts. The role requires 5–7 years in logistics and a strong commercial mindset.

Qualifications

• 5–7 years of experience in logistics or freight forwarding with a strong Sea Logistics background.
• Proven track record managing key accounts and delivering growth.
• Deep knowledge of sea freight operations (FCL, LCL), imports/exports, and customs brokerage.
• Understanding of the local Indonesian logistics market with international exposure advantageous.
• Strong commercial mindset with ability to grow accounts via cross-selling and upselling.
• Ability to build trusted relationships and manage expectations across stakeholders.
• Experience analysing performance data, KPIs, and leading MBRs and QBRs.
• Excellent stakeholder management and communication skills.

Responsibilities

• Manage and develop strategic global and local customer accounts.
• Oversee Sea Logistics solutions across import/export requirements while meeting performance standards.
• Identify opportunities to grow existing accounts through cross-selling and value-added logistics.
• Understand customers' supply chain needs and identify service improvement opportunities.
• Monitor account performance through data analysis and KPIs; lead MBRs and QBRs.
• Collaborate with operations, customs brokerage, and wider logistics network.
• Act as primary contact for customer inquiries, issues, and escalations.
• Balance expectations with feasibility and commercial objectives; provide recommendations.

Skills

Key account management

Sea Logistics

Strategic planning

Stakeholder management

Data analysis

Job description

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

• Manage and develop strategic global and local customer accounts, building strong relationships that drive customer satisfaction, retention, and long-term business growth.
• Oversee Sea Logistics solutions across covering import and export requirements while ensuring service delivery meets customer expectations and agreed performance standards.
• Identify opportunities to grow existing accounts through cross-selling, upselling, and value-added logistics solutions that address customers' evolving business needs.
• Develop a thorough understanding of customers' supply chain requirements, business objectives, and industry dynamics to identify opportunities for service improvement and additional business.
• Monitor account performance through data analysis and key performance indicators (KPIs), leading Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) to assess performance, address service gaps, and identify opportunities for continuous improvement and business growth.
• Collaborate with internal stakeholders across operations, customs brokerage, and the wider logistics network to coordinate solutions and ensure effective service delivery.
• Act as a key point of contact for customer enquiries, operational issues, and escalations, applying critical thinking and structured problem-solving to achieve practical outcomes.
• Balance customer expectations with operational feasibility and commercial objectives, providing recommendations and challenging requests constructively when necessary.
• Develop and execute account development plans that strengthen customer engagement, improve account performance, and support sustainable business growth.

What we would like you to bring

• 5–7 years of relevant experience in logistics or freight forwarding, with a strong background in Sea Logistics.
• Proven experience managing key accounts, with responsibility for customer relationships and account performance.
• Good knowledge of sea freight operations, including FCL, LCL, import and export processes, and customs brokerage.
• Understanding of the local logistics market, with exposure to Air Logistics considered an advantage.
• A strong commercial mindset, with the ability to identify opportunities for account expansion, cross-selling, and upselling rather than focusing solely on service delivery.
• Demonstrated ability to build trusted customer relationships, understand business needs, and manage expectations across different stakeholder levels.
• Experience analysing performance data, monitoring KPIs, and leading customer business reviews, including MBRs and QBRs, with the ability to turn insights into actionable recommendations.
• Strong stakeholder management and communication skills, with the ability to collaborate effectively across operational and commercial teams.
• Excellent analytical, critical-thinking, negotiation, and problem-solving skills, including the confidence to manage escalations and challenge constructively when needed.
• A proactive, results-oriented approach, with the ability to manage multiple priorities, take ownership of customer accounts, and identify opportunities for continuous improvement.

What's in it for you

• Exposure to cross-functional collaboration with operational, commercial, and international stakeholders.
• Opportunities to develop your expertise in strategic account management, logistics solutions, and customer business development.
• The opportunity to make a meaningful impact

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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