Sea Logistics Customer Care Manager, Key Accounts

Kuehne+Nagel; México; Remote; MXN 900,000 - 1,300,000; Full time

Benefits offered by this job

Health insurance

Performance bonus

Job summary

Kuehne + Nagel in Mexico is seeking an experienced operations leader to act as the strategic link between key customers and our global freight networks. You will guide process implementation, monitor performance, and drive continuous improvement in maritime logistics.

With 4+ years managing operational teams and international maritime experience, you will negotiate with suppliers, coordinate cross-functional teams, and lead projects like EDI and billing audits.

Qualifications

• 4+ years leading operations teams and managing improvement projects.
• 2+ years international maritime operations experience.
• Advanced knowledge of maritime freight, forwarding, billing, and customer service.
• English and Mandarin proficiency required.
• Valid passport/visa for international travel; willing to relocate to Mexico.

Responsibilities

• Act as the strategic link between key customers and operations to implement and improve processes.
• Be the first contact for operational escalations and coordinate timely responses.
• Monitor operations, identify improvements, and implement corrective actions.
• Create, update, and maintain MOP, SOP, WI and CP documentation and billing procedures.
• Monitor data quality and KPIs for visibility to stakeholders.
• Lead continuous improvement initiatives focused on efficiency and performance.
• Support processes for new business and coordinate projects like EDI, OMS, and billing audits.
• Coordinate quarterly business reviews with performance indicators and root-cause analysis.
• Coordinate corrective actions with regional/global teams and follow up on claims.
• Participate in commercial development when required.

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

• Act as the strategic link between key customers and operations, ensuring the implementation, follow-up, and continuous improvement of operational processes.
• Serve as the first point of contact for operational escalations, leading their resolution and ensuring timely responses to customer needs.
• Monitor operations proactively, identify opportunities for improvement, and implement corrective actions aligned with customer expectations.
• Create, update, and maintain MOP, SOP, WI and CP documentation, as well as billing procedures in coordination with customers, business units, and Finance.
• Monitor data quality and operational performance through reports and KPIs, ensuring visibility for internal and external stakeholders.
• Lead continuous improvement initiatives focused on operational efficiency and performance.
• Support the implementation of existing processes for new business and coordinate special projects such as EDI, OMS, and billing audits.
• Coordinate the information required for quarterly business reviews, including performance indicators, root-cause analysis, and improvement plans.
• Coordinate corrective actions with regional and global teams and provide follow-up on formal customer claims.
• Participate in the commercial development process when required.

What we would like you to bring

• Advanced English and Mandarin proficiency are required.
• Bachelor's degree in International Business, Industrial Engineering, or a related field.
• 4+ years of experience leading operational teams, managing implementation or improvement projects, negotiating with maritime suppliers, and resolving operational conflicts with customers and suppliers.
• 2+ years of international maritime operations experience.
• Advanced knowledge of:
  • Maritime freight transportation
  • Freight forwarding operations
  • Administrative and financial processes, including billing and invoicing
  • Operational strategies and negotiation
  • Customer service
• Valid passport and valid visa for international business travel, including the U.S., if applicable.
• Willingness to relocate to Mexico.

What's in it for you

• International exposure: Work with key customers and cross-functional teams across regional and global operations.
• Strategic impact: Play a key role in driving operational performance, continuous improvement, and customer satisfaction.
• Professional growth: Develop your expertise in Sea Logistics, Freight Forwarding, and Key Account Management.
• Cross-functional collaboration: Partner with teams across Operations, Finance, Commercial, Pricing, Customs, Compliance, and regional/global functions.
• Leadership opportunities: Lead improvement initiatives, special projects, and operational solutions for key accounts.

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.

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.