Sea Logistics Customer Care Expert

About the role

Kuehne+Nagel is looking for a Sea Logistics Customer Care Expert within its Freight Forwarding team. The role supports customers by giving accurate information, answering inquiries and resolving concerns, while managing a personal portfolio of house accounts as an account owner. It works closely with Field Sales and the Operational Care Center (OCC) to build strong operational relationships and drive customer engagement.

Key responsibilities

• Deliver customer engagement, satisfaction, retention and reactivation together with Field Sales and the OCC.
• Maintain daily contact with customers through visits and proactive advice, and handle all emails as KN Service Moments cases.
• Log every interaction in the CRM system (CoreLog).
• Manage pricing and end-to-end spot quotes, capture all rebates in SeaQuote, and meet financial targets.
• Help customers automate their work using the eTouch Automation dashboard, in collaboration with the OCC.
• Complete the Customer Profile, Business Profile and SOP after the first customer meeting.
• Monitor exceptions via the CCL Dashboard, track customer profitability and gross profit, and identify financial risks and mitigation strategies.
• Follow up on accounts receivable overdue aging to minimise bad debts.

Required profile

• Experience in freight forwarding, ideally in sea logistics.
• First experience in financial acumen and decision-making.
• Advanced customer management skills and a highly customer-oriented mindset.
• Strong communication skills and collaboration skills, with a team-oriented approach.
• Openness to change and a proactive, solutions-focused attitude.