Sea Logistics Customer Care Specialist

Kuehne+Nagel; Pasay; On-site; PHP 480,000 - 600,000; Full time

Benefits offered by this job

Global Exposure

People-Centric Culture

Learning & Development

Rewards & Recognition

Job summary

Kuehne+Nagel in Metro Manila, Pasay is seeking a Sea Logistics Customer Care Expert to enhance customer satisfaction and manage key accounts. The role involves engaging with customers, handling inquiries, and ensuring delivery against financial targets.

The ideal candidate will have experience in freight forwarding and strong communication skills, alongside a customer-oriented mindset. Joining Kuehne+Nagel means being part of a global team, positioned for growth and innovation.

Qualifications

• Experience in freight forwarding, ideally in Sea Logistics.
• Strong collaboration skills and team-oriented mindset.
• Advanced expertise in customer management and satisfaction.

Responsibilities

• Deliver customer engagement and satisfaction.
• Ensure all e‑mails are handled as KN Service Moments cases.
• Support customers in automating their processes using eTouch.

Skills

Freight forwarding experience

Advanced decision making

First experience in financial acumen

Fluent in local language and advanced English

Job description

About the role

As a member of the Freight Forwarding team at Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. By transporting medicines, toys and important machine parts, you are not only delivering goods, you are enabling moments for people worldwide.

The Sea Logistics Customer Care Expert supports customers by providing accurate information, addressing inquiries, and resolving concerns. This role is accountable for delivering excellent service to both internal and external stakeholders. They manage a personal portfolio of house accounts as an account owner, maintaining strong customer relationships and driving engagement.

How you create impact

• Deliver customer engagement, satisfaction, retention and reactivation in close cooperation with Field Sales and the Operational Care Center (OCC) to establish and strengthen operational relations with customers
• Establish and strengthen operational relation to customer contact(s) through daily interactions, regular visits, pro‑actively advising to ensure customer satisfaction
• Ensure that all existing customers are called regularly, and all e‑mail are handled as KN Service Moments cases
• Ensure all interactions are logged in CRM system (CoreLog)
• Ensure delivery against all financial targets and strategic objectives
• Ensure prompt pricing and manage end‑to‑end spot quotes, and capturing of all rebates in SeaQuote
• Support customers in increasing their automation of customers using the eTouch Automation dashboard, in collaboration with the OCC
• Ensuring a high proficiency in KN applications and eTouch tools through training empowers our CCL to effectively offer these tools to our customers
• Completion of the Customer Profile (CP), (Business Profile) and Standard Operating Procedure (SOP) after the initial customer meeting
• Monitor exceptions through the CCL Dashboard and identify process improvement opportunities
• Monitoring customer profitability and maximize Gross Profit (GP) on customer level
• Identify financial risks and collaborate with stakeholders to develop mitigation strategies so to ensure that customer profitability does not decline
• Monitor and follow up on accounts receivable overdue aging so to raise with the customer and ensure bad debts are minimized

What we would like you to bring

Hard Skills

• Experience in freight forwarding, ideally in Sea Logistics
• Advanced decision making and problem‑solving skills
• First experience in financial acumen and decision‑making
• Fluent in local language and advanced English proficiency (written and verbal)

Soft Skills

• Strong collaboration skills and team‑oriented mindset
• Advanced expertise in customer management, ensuring engagement and satisfaction throughout the customer lifecycle
• Strong communication skills with the ability to convey ideas effectively to different stakeholders
• Highly customer‑oriented mindset, focused on delivering solutions that meet changing needs
• Openness to change and continuous improvement efforts to enhance processes and customer satisfaction
• Proactive and solutions‑focused with a focus on optimizing customer experience

What's in it for you

• Global Exposure: Step into a world of international opportunities with a presence in 100+ countries.
• People-Centric Culture: Join a team where your voice matters and people genuinely care.
• Learning & Development: Grow with us personally and professionally through world‑class training and career pathways.
• Innovation & Sustainability: Be part of a future‑focused company driving real change in logistics and the planet.
• Rewards & Recognition: Get rewarded for your passion, performance, and potential.
• Stability with Agility: Enjoy the best of both worlds a trusted global brand with a startup spirit.

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 local communities, your career will contribute to more than you can imagine.