Sea Logistics: Customer Care Leader

Kuehne + Nagel (SGMY); Johor Bahru; On-site; MYR 78,000 - 134,000; Full time

Job summary

Kuehne+Nagel Malaysia is seeking a Customer Care Leader to drive delivery of customer excellence within Freight Logistics and Operations in Johor Bahru. You will lead a team to optimise processes and ensure inventory and shipments move efficiently.

The role focuses on regular coaching, onboarding, relationship management, and continuous improvement of processes and data in our systems to support SME customers and broader operations.

Qualifications

• Proven leadership experience managing a customer care team.
• Experience in onboarding new customers and maintaining relationships.
• Strong process improvement and controls discipline.
• Solid data management and reporting capabilities.
• Effective communication with internal and external stakeholders.

Responsibilities

• Lead, direct and optimise the customer care team to deliver customer excellence and sustainable growth.
• Conduct regular stand-up meetings with the team to identify and resolve issues.
• Oversee onboarding, relationship management, and customer data quality across systems.
• Drive continuous improvement of processes and controls, including complaint handling and service recovery.
• Anchor usage of core customer care systems and promote adoption of the eco-system.

Skills

Leadership

Customer onboarding

Process improvement

Data management

Stakeholder communication

Job description

Kuehne+Nagel Malaysia is seeking a Customer Care Leader to drive delivery of customer excellence within Freight Logistics and Operations in Johor Bahru. You will lead a team to optimise processes and ensure inventory and shipments move efficiently.

The role focuses on regular coaching, onboarding, relationship management, and continuous improvement of processes and data in our systems to support SME customers and broader operations.