Sea Logistics Customer Care Manager, Key Accounts

Kuehne+Nagel; Erlanger (KY); On-site; USD 85,000 - 90,000; Full time

Benefits offered by this job

Health and welfare benefits

401k retirement savings plan

Tuition reimbursement

Incentive compensation

Job summary

Kuehne+Nagel, a global leader in logistics, is seeking a Sea Logistics Customer Care Manager for Key Accounts in the United States. You will deliver best-in-class customer experiences by combining proactive account management with operational expertise, building strong partnerships and driving cross-functional collaboration across Operations, Sales, Trade Management, and Customer Care locations.

You will own post-sale relationships, oversee onboarding of new accounts, and monitor KPIs/SLAs to

Qualifications

• 5+ years in Sea Logistics / Freight Forwarding or related field.
• Customer-facing experience with key accounts.
• Bachelor's degree in a related discipline.
• Strong communication and stakeholder management.
• Proficient with Excel and PowerPoint; BI/Tableau familiarity.
• Experience with EDI/API integrations.

Responsibilities

• Own and manage post-sale relationships with assigned key accounts.
• Act as primary contact for strategic customers and drive ongoing partnerships.
• Lead business reviews, performance updates, and strategic planning sessions.
• Monitor KPIs/SLAs and identify opportunities for improvement.
• Collaborate with Sales, Operations, Trade Management, and Customer Care locations.
• Support RFQs, pricing strategies, and customized service solutions.
• Lead onboarding and implementation of new accounts and hyper-care support.
• Analyse customer performance data to drive insights and actions.

Skills

Sea Logistics

Key Accounts

Customer-facing

Communication skills

Relationship building

Excel

PowerPoint

EDI/API integrations

BI reporting (Tableau)

Education

Bachelor's degree in Supply Chain / Logistics / Business

Tools

Excel

PowerPoint

Tableau

EDI/API integrations

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.

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.

How you create impact

As a Sea Logistics Customer Care Manager, Key Accounts, you will be responsible for delivering a best-in-class customer experience for our strategic customers. By combining proactive account management, customer advocacy, and operational expertise, you will build strong partnerships, ensure seamless logistics execution, and drive solutions that support customer success and business growth.

• Own and nurture post-sale customer relationships, serving as a trusted advisor and strategic partner to drive long-term customer success.
• Act as the primary point of contact for assigned key accounts, fostering strong partnerships through proactive communication and relationship management.
• Lead regular customer engagements, including business reviews, performance updates, and strategic planning sessions, to strengthen collaboration and ensure alignment with customer objectives.
• Monitor account performance and market trends to identify growth opportunities, mitigate risks, and enhance customer value.
• Partner with Sales teams to drive cross-selling and upselling initiatives across Kuehne+Nagel's service portfolio.
• Support commercial activities, including RFQs, pricing strategies, and customized service solutions that align with customer needs and business goals.
• Collaborate closely with cross-functional teams, including Operations, Sales, Trade Management, and Customer Care Locations, to ensure consistent service excellence and operational performance.
• Lead the onboarding and implementation of new customer accounts, overseeing operational setup, stakeholder alignment, and hyper-care support to ensure a seamless transition.
• Maintain and manage customer-specific SOPs, rate structures, and system configurations to ensure accuracy, compliance, and operational efficiency.
• Proactively identify, address, and resolve service challenges, conducting root cause analysis and implementing sustainable corrective actions.
• Manage claims processes for assigned accounts, coordinating with relevant stakeholders to ensure timely and effective resolution.
• Partner with carriers, vendors, and internal teams to anticipate and mitigate potential service disruptions.
• Monitor key performance indicators (KPIs), service level agreements (SLAs), and financial metrics to ensure contractual commitments and business objectives are achieved.
• Analyze customer performance data and leverage insights to drive operational improvements and enhance the customer experience.
• Champion continuous improvement initiatives that optimize processes, increase efficiency, and support customers' evolving supply chain strategies.
  
  

What we would like you to bring

• 5+ years of experience in Sea Logistics, Freight Forwarding, Supply Chain, Logistics, or a related field, with a strong understanding of end-to-end ocean freight processes.
• Proven experience in a customer-facing role, managing key accounts and building strong client relationships.
• Bachelor's degree in Supply Chain Management, Logistics, Business, or a related discipline preferred.
• Demonstrated ability to work independently, manage multiple priorities, and adapt in a fast-paced, customer-driven environment.
• Strong communication, stakeholder management, and relationship-building skills, with a proactive, solutions-oriented approach.
• Ability to collaborate effectively across global teams, time zones, and organizational levels.
• Proficiency in Microsoft Office Suite (particularly Excel and PowerPoint), and familiarity with EDI/API integrations.
• Experience with, or a strong willingness to learn, Business Intelligence (BI) reporting tools and Tableau, leveraging data and analytics to support customer insights and decision-making.
• Strong analytical and problem-solving skills, with the ability to identify opportunities for process improvement and service enhancement.
• Customer-centric mindset with a commitment to delivering exceptional service and driving long-term customer success.
  
  

What\'s in it for you

At Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. The target base salary range for this position is between $85,000 and $90,000. Base salary is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data.

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 processes [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.

We kindly advise that placement agencies refrain from submitting unsolicited profiles. Any submissions of candidates without prior signed agreement will be considered our property and no fees will be paid.

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.