Sea Logistics Customer Care Manager

Kuehne+Nagel; Johor Bahru; On-site; MYR 289,000 - 449,000; Full time

Job summary

Kuehne+Nagel is seeking an experienced Sea Logistics Customer Care Manager to lead the local Customer Care team and own customer satisfaction, retention, growth and operational excellence.

In this role, you will collaborate with Sales, Operations and leadership to ensure an outstanding customer experience across the supply chain and drive commercial performance in a dynamic maritime environment.

Qualifications

• Experience in freight forwarding, logistics or supply chain with a strong focus on sea freight.
• Proven leadership experience managing customer service or operations teams.
• Strong commercial acumen with experience managing P&L performance and growth initiatives.
• Excellent customer relationship management skills with a passion for service excellence.
• Fluent English communication, written and spoken.

Responsibilities

• Lead and develop the local Customer Care team to deliver customer excellence and drive sustainable growth.
• Drive customer engagement, satisfaction, retention and reactivation through proactive relationship management.
• Manage quotations, opportunities and pricing alignment.
• Oversee local Sea Logistics P&L and drive strong commercial performance.
• Collaborate with Sales, Operations and senior leadership to ensure outstanding customer experience.
• Drive process improvements, reporting accuracy and case management excellence.
• Coordinate with Finance on credit limits and sound decisions.
• Work with Operational Care Center to enhance service delivery.
• Define and monitor SLAs to meet customer commitments.
• Promote adoption of digital tools and automation to improve efficiency.

Skills

Sea freight expertise

Leadership

Customer relationship management

P&L management

Cross-functional collaboration

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.

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.

Drive Customer Excellence in a Global Logistics Leader

At Kuehne+Nagel, we don't just move cargo, we create seamless supply chain experiences for customers worldwide. We are looking for an experienced and customer-focused Sea Logistics Customer Care Manager to lead our Customer Care team in Singapore and play a pivotal role in delivering exceptional service, sustainable growth and long-term customer success.

Your Opportunity

As the Sea Logistics Customer Care Manager, you will lead and develop the local Customer Care team while taking ownership of customer satisfaction, retention, growth and operational excellence. You will be responsible for the local Sea Logistics P&L, drive customer engagement initiatives, and work closely with Sales, Operations and senior leadership to ensure an outstanding customer experience across the entire supply chain.

What You'll Be Doing

• Lead, coach and develop the local Customer Care team to deliver customer excellence and drive sustainable business growth.
• Drive customer engagement, satisfaction, retention and reactivation through proactive relationship management and service excellence
• Manage and oversee sales-related activities, including quotations, customer opportunities and pricing alignment.
• Take ownership of the local Sea Logistics P&L, ensuring strong commercial and financial performance
• Partner closely with operational and commercial stakeholders to continuously improve the customer journey.
• Drive process improvement initiatives, customer reporting accuracy and customer case management excellence.
• Work with Finance to manage credit limits and support sound business decision-making.
• Collaborate with the Operational Care Center to enhance service delivery and customer experience outcomes.
• Define, monitor and improve Service Level Agreements (SLAs), ensuring customer commitments are consistently met.
• Promote customer adoption of digital tools and automation solutions to improve efficiency and visibility.
• Support talent development through coaching, training and succession planning initiatives

What We're Looking For

• Extensive experience in freight forwarding, logistics or supply chain management, with a strong focus on sea freight.
• Proven leadership experience managing and developing high-performing customer service, customer care or operations teams
• Strong commercial acumen with experience managing P&L performance and business growth initiatives.
• Excellent customer relationship management skills with a passion for delivering exceptional service.
• Fluent English communication skills, both written and spoken.

Why Join Kuehne+Nagel?

• Be part of one of the world's leading logistics providers.
• Lead a highly visible function that directly impacts customer experience and business growth.
• Work alongside talented colleagues across sales, operations and global customer care networks.
• Access continuous learning, leadership development and career progression opportunities.
• Help shape the future of customer experience in international logistics.

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.