Road Logistics Northbound Customer Care Supervisor - Bilingual

Kuehne+Nagel; Laredo (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Kuehne+Nagel is seeking a Northbound Customer Care Supervisor in the United States, TX region. You will supervise a four-person team, act as the liaison between customers and internal operations, and ensure accurate invoicing and service excellence across cross-border logistics.

You will coordinate with Operations, Warehouse, Transportation, and Finance to optimize processes, reduce revenue leakage, and drive customer satisfaction while upholding compliance with internal controls.

Qualifications

• Bachelor's degree and cross-border logistics experience preferred.
• Experience with invoicing, billing reconciliation, and financial oversight.
• Strong communication and analytical skills required.

Responsibilities

• Serve as the primary point of contact for customer inquiries, escalations, and operational concerns.
• Build and maintain strong customer relationships by delivering exceptional service and proactive communication.
• Coordinate with Operations, Warehouse, Transportation, and Finance teams to ensure seamless execution and customer satisfaction.
• Supervise, coach, and develop a team of four Customer Care professionals.
• Establish and track team KPIs, productivity metrics, and service standards.
• Ensure customer invoices are accurate, complete, and submitted on time.
• Investigate and resolve billing discrepancies to prevent revenue leakage and service disruptions.
• Drive process improvements that enhance efficiency, service quality, and customer experience.

Skills

Bilingual English/Spanish

Team leadership

Invoicing

Cross-border compliance

MS Office

Customer care

Education

Bachelor's degree in International Business

Bachelor's degree in Supply Chain Management

Tools

SAP/Velocity

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.

As the Northbound Customer Care Supervisor, you will serve as a key liaison between the customer, operations, warehouse teams, and internal stakeholders, ensuring seamless communication, accurate invoicing, and superior account management. You will also lead and develop a team of customer care professionals while helping to optimize processes that support continued revenue growth.

How you create impact

• Serve as the primary point of contact for customer inquiries, escalations, and operational concerns.
• Build and maintain strong customer relationships by delivering exceptional service and proactive communication.
• Coordinate with Operations, Warehouse, Transportation, and Finance teams to ensure seamless execution and customer satisfaction.
• Supervise, coach, and develop a team of four Customer Care professionals.
• Assign workloads, monitor team performance, and ensure adequate operational coverage.
• Establish and track team KPIs, productivity metrics, and service standards.
• Ensure customer invoices are accurate, complete, and submitted on time.
• Investigate and resolve billing discrepancies to prevent revenue leakage and service disruptions.
• Drive process improvements that enhance efficiency, service quality, and customer experience.
• Support business objectives by aligning resources and staffing with customer forecasts and operational demands.
• Ensure compliance with internal procedures, financial controls, and operational standards.

This position is not eligible for employment visa sponsorship. Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future employer sponsorship

What we would like you to bring

• Bachelors Degree in a field like international business, supply chain management, or international relations
• 4+years of experience within logistics, freight forwarding, customs brokerage, or cross-border supply chain operations.
• 2+years of supervisory or team leadership experience.
• Bilingual in English and Spanish required
• Strong knowledge of Mexico - US customs compliance and border operations.
• Experience working with customs brokers, LTL &FTL Shipments, import documentation, and cross-border transportation processes
• Experience with invoicing, billing reconciliation, and financial oversight.
• Excellent communication, organizational, problem-solving, and analytical skills.
• Proficiency with Microsoft Office and transportation/logistics systems needed (SAP/Velocity)

What\'s in it for you

There has never been a better time to work in logistics. Bring your skills to an industry that offers stability and international career growth. We offer a great compensation and medical/dental benefits package, a 401k retirement savings plan, employee discounts, tuition reimbursement, excellent training programs, and a fun, and interesting global work environment.

Kuehne+Nagel participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

Artificial Intelligence (AI) tools may be used to assist in specific process [e.g., screening applications, interview scheduling]. These tools analyze information to support decision-making, but final decisions are made by human reviewers.

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.

Kuehne+Nagel is committed to Equal Employment Opportunity (“EEO”) and to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful retaliation. Kuehne+Nagel strictly prohibits all discrimination on the basis of race, ancestry, color, age, national origin, ethnicity, religious creed or belief, physical or mental disability, marital or familial status, legally protected medical condition, genetic information, military or veteran status, sex (including pregnancy, childbirth, breastfeeding, or related medical condition), gender (including gender identity and gender expression), sexual orientation, citizenship status, protected activity (such as opposition to or reporting of prohibited discrimination or harassment. Kuehne+Nagel will also make reasonable accommodations for disabled applicants and employees, including accommodations for pregnancy and childbirth, and for the sincerely held religious beliefs of applicants and employees depending upon individual circumstances unless such accommodation would create an undue hardship on Kuehne+Nagel.