Sea Logistics Customer Care Specialist - Elevate Experience

Kuehne+Nagel; Detroit (MI); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health benefits

401k matching

Tuition reimbursement

Job summary

Kuehne+Nagel is seeking a Sea Logistics Customer Care Specialist in the United States to be the frontline for customers, handling inquiries, resolving issues, and maintaining shipment visibility. You will collaborate with Sales, Operations, and Vendors to ensure seamless service and strong customer relationships.

The role emphasizes proactive problem-solving, process improvements, and a customer-focused mindset in a fast-paced environment.

Qualifications

• 1+ year of experience in freight forwarding and supply chain management, focusing on Sea Logistics Export.
• Foundational knowledge of ocean export operations, documentation, and industry regulations.
• Strong organizational, planning, and time management abilities.
• Understanding of ocean carrier relationships and market dynamics.
• Awareness of financial principles that support operational decisions.
• Experience in collaborative team environments and positive culture.
• Excellent verbal and written communication with customers and teams.
• Proven problem-solving skills and adaptability in fast-paced settings.
• Customer-focused mindset and commitment to service excellence.
• Willingness to learn, embrace change, and drive process improvements.
• Proactive approach to improving workflows and efficiency.

Responsibilities

• Serve as the frontline contact for customers across multiple channels with professionalism and empathy.
• Maintain strong customer relationships through proactive communication and engagement.
• Resolve customer concerns and escalations with timely coordination of internal/external stakeholders.
• Ensure accurate processing of shipment files and real-time shipment lifecycle visibility.
• Balance customer-specific requirements to meet service commitments and expectations.
• Collaborate with Sales, Operations, Vendors, and internal teams to improve service delivery.
• Document customer interactions and maintain CPs, Business Profiles, and SOPs.
• Analyze KPI performance and customer feedback to identify trends and improvements.
• Support process optimization and automation with system/process teams.
• Review invoices and approvals or disputes within the accounting system.

Skills

Freight forwarding experience

Sea Logistics Export

Operations knowledge

Customer service

Organizational skills

Time management

Carrier relationships

Financial awareness

Collaboration

Communication skills

Problem solving

Continuous improvement

Process optimization

Analytical thinking

Learning mindset

Job description

Kuehne+Nagel is seeking a Sea Logistics Customer Care Specialist in the United States to be the frontline for customers, handling inquiries, resolving issues, and maintaining shipment visibility. You will collaborate with Sales, Operations, and Vendors to ensure seamless service and strong customer relationships.

The role emphasizes proactive problem-solving, process improvements, and a customer-focused mindset in a fast-paced environment.