Sea Logistics Customer Care Manager — Growth & Excellence

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

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.