Logistics Customer Care & Solutions Specialist

Kuehne+Nagel; Charlotte (NC); On-site; USD 55,000 - 85,000; Full time

Job summary

Kuehne+Nagel is seeking a Sea Logistics Customer Care Specialist in Charlotte, NC. You will support customers by providing accurate information, resolving inquiries, and managing a personal portfolio of house accounts.

You will document activities in CoreLog/CRM and promote KN digital solutions as part of daily responsibilities. You will collaborate with Field Sales and the OCC to drive engagement, retention, and profitability while upholding KN Service Moments standards and industry best

Qualifications

• Experience in freight forwarding, preferably within Sea Logistics.
• Demonstrated ability to make sound decisions and solve operational challenges.
• Foundational financial acumen with the ability to support business and operational decisions.
• Strong collaborative skills with a team-oriented approach.
• Excellent communication skills with the ability to effectively interact with customers, colleagues, and other stakeholders.
• Customer-focused mindset with a commitment to delivering high-quality solutions and service.
• Adaptable and open to change, with a continuous improvement mindset.
• Proactive, solution-oriented approach to overcoming challenges and enhancing the customer experience.

Responsibilities

• Drive customer engagement, satisfaction, retention, and reactivation by partnering closely with Field Sales and the Operational Care Center (OCC).
• Build and maintain strong customer relationships through regular communication, site visits, and proactive support.
• Ensure all customer interactions, calls, and emails are managed in accordance with KN Service Moments standards.
• Accurately document customer interactions and activities within CoreLog/CRM systems.
• Support the achievement of financial targets and strategic business objectives.
• Manage end-to-end spot quotations, ensure timely pricing responses, and capture all applicable rebates in SeaQuote.
• Promote customer adoption of digital solutions and automation tools, including the eTouch Automation Dashboard, in collaboration with the OCC.
• Maintain expertise in KN applications and eTouch tools to effectively support and advise customers.
• Complete and maintain Customer Profiles (CP), Business Profiles, and Standard Operating Procedures (SOPs) following customer onboarding.
• Monitor customer exceptions through the CCL Dashboard and identify opportunities for process improvement.
• Analyze customer profitability and implement strategies to maximize gross profit performance.
• Identify financial risks and collaborate with internal stakeholders to develop mitigation plans and protect customer profitability.
• Monitor accounts receivable aging, follow up with customers on outstanding balances, and support efforts to minimize bad debt.

Job description

Kuehne+Nagel is seeking a Sea Logistics Customer Care Specialist in Charlotte, NC. You will support customers by providing accurate information, resolving inquiries, and managing a personal portfolio of house accounts.

You will document activities in CoreLog/CRM and promote KN digital solutions as part of daily responsibilities. You will collaborate with Field Sales and the OCC to drive engagement, retention, and profitability while upholding KN Service Moments standards and industry best