Sea Logistics Customer Care Manager

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

When you work in Freight Logistics and Operations at Kuehne+Nagel, you play a key role in optimising processes and ensuring that inventory and shipments move efficiently. But that is not all. Your work also helps ensure that vital medicines reach patients on time and supports other essential deliveries, from wind turbines to semiconductors. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

How you create impact

You will be joining our Customer Care Team to add your leadership expertise + skills to the delivery of Customer Excellence.

You will be responsible for leading, directing + optimizing your customer care team (CCL) to continuously provide customer excellence + sustainable growth across your scope of responsibility.

What we would like you to bring

To conduct regular conversations with all direct reports to discuss + ensure traction on delivering performance + development goals.

To ensure the best-in‑class customer onboarding + relationship management.

To focus on continuous improvement of processes + controls, ensuring complete + correct customer contact data, service data + changes in our systems including customer reporting for SME customers.

To conduct daily + weekly stand-up meetings with your team to identify + resolve business issues.

To focus on continuous improvement of processes + controls, including customer complaint management + service recovery, aiming for a consistent delivery + fulfilling the customer promise.

To anchor the usage + improvements of CCL core systems.

To drive customer adoption of our eco-system.

What's in it for you

As an employer, Kuehne+Nagel stands for equal opportunity and we are committed to diversity in our teams with regards to people with disabilities. We believe that you can make a valuable contribution to Kuehne+Nagel and look forward to receiving your application.

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.

Since 1890, when the business was founded in Bremen, Germany, by August Kuehne and Fredrich Nagel, Kuehne + Nagel has grown into one of the world's leading logistics providers. Today, the Kuehne + Nagel Group has with approximately 76,000 employees at some 1,300 locations in over 100 countries.

The Kuehne + Nagel Group is one of the world's leading logistics companies. Its strong market position lies in the seafreight, airfreight, contract logistics and overland businesses, with a clear focus on high value-added segments such as IT-based integrated logistics solutions. Further information can be found at www.kuehne-nagel.com Our key business activities and market position are built on the company's truly world class capabilities:

Contract Logistics & Integrated Logistics: Top 3 global contract logistics provider

Worldwide network of warehouse and distribution facilities

Number 1 global lead logistics provider

Road & Rail Logistics: European Top 6 provider

We provide logistics services to virtually all key industry sectors including:

Aerospace

Automotive

FMCG

High Tech

Oil & Gas Logistics

Retail

Kuehne + Nagel is financially strong, stable and independent. Our global logistics network, cutting-edge IT systems, in-house expertise and excellent customer service is proof of our dedication to be the market leader. These attributes have placed us at the forefront of our industry, and positioned us to continue increasing the scope of our customer solutions and services.

Kuehne + Nagel gives employees the opportunity to learn and develop; to grow and perform to their fullest potential. We offer a truly global work environment and a reward package that commensurate with experience. You may visit our page at http://www.kn-portal.com/about_us/careers/learning_development/

Since 1890, when the business was founded in Bremen, Germany, by August Kuehne and Fredrich Nagel, Kuehne + Nagel has grown into one of the world's leading logistics providers. Today, the Kuehne + Nagel Group has with approximately 76,000 employees at some 1,300 locations in over 100 countries.

The Kuehne + Nagel Group is one of the world's leading logistics companies. Its strong market position lies in the seafreight, airfreight, contract logistics and overland businesses, with a clear focus on high value-added segments such as IT-based integrated logistics solutions. Further information can be found at www.kuehne-nagel.com Our key business activities and market position are built on the company's truly world class capabilities:

Contract Logistics & Integrated Logistics: Top 3 global contract logistics provider

Worldwide network of warehouse and distribution facilities

Number 1 global lead logistics provider

Road & Rail Logistics: European Top 6 provider

We provide logistics services to virtually all key industry sectors including:

Aerospace

Automotive

FMCG

High Tech

Oil & Gas Logistics

Retail

Kuehne + Nagel is financially strong, stable and independent. Our global logistics network, cutting-edge IT systems, in-house expertise and excellent customer service is proof of our dedication to be the market leader. These attributes have placed us at the forefront of our industry, and positioned us to continue increasing the scope of our customer solutions and services.

Kuehne + Nagel gives employees the opportunity to learn and develop; to grow and perform to their fullest potential. We offer a truly global work environment and a reward package that commensurate with experience. You may visit our page at http://www.kn-portal.com/about_us/careers/learning_development/