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How you create impact

As a Sea Logistics Customer Care Specialist, you’ll be the frontline connection for our customers—delivering exceptional service, solving challenges with creativity, and collaborating across teams to ensure a seamless experience. This is a dynamic, results-driven environment where exceeding expectations is the norm.

• Serve as the primary contact for customers, responding to inquiries and requests across multiple communication channels with professionalism, urgency, and empathy.
• Build and maintain strong customer relationships through proactive communication, regular engagement, and a commitment to customer satisfaction, retention, and growth.
• Manage and resolve customer concerns and escalations efficiently, coordinating with internal and external stakeholders to deliver timely solutions.
• Ensure accurate and timely processing of shipment files while maintaining real-time visibility and updates throughout the shipment lifecycle.
• Monitor, prioritize, and balance customer-specific requirements to ensure service commitments and operational expectations are consistently met.
• Collaborate closely with Sales, Operations, Vendors, and other internal teams to resolve issues, enhance service delivery, and improve the overall customer experience.
• Accurately document customer interactions and maintain Customer Profiles (CP), Business Profiles, and Standard Operating Procedures (SOPs) in accordance with established processes.
• Analyze KPI performance and customer feedback to identify trends, implement corrective actions, and drive continuous improvement initiatives.
• Support process optimization and automation efforts by partnering with system and process teams to enhance operational efficiency.
• Review incoming invoices and process approvals or disputes within the accounting system (Acon New).
• Achieve and exceed performance metrics related to customer satisfaction, responsiveness, quality, and operational excellence.

What we would like you to bring

• 1+ year of experience in freight forwarding and supply chain management, with a focus on Sea Logistics Export.
• Basic knowledge of freight forwarding operations, ocean export documentation, and industry regulations.
• Strong organizational, planning, and time management skills with the ability to manage multiple priorities effectively.
• Foundational understanding of ocean carrier relationships and market dynamics.
• Awareness of financial principles and commercial considerations that support operational decision-making.
• Experience working in a collaborative team environment and contributing to a positive workplace culture.
• Strong verbal and written communication skills, with the ability to effectively interact with customers, colleagues, and cross-functional teams.
• Proven problem-solving skills with the ability to adapt to changing priorities and perform effectively in a fast-paced environment.
• Customer-focused mindset with a commitment to delivering exceptional service and identifying effective solutions.
• Demonstrated willingness to learn, embrace change, and support continuous improvement initiatives.
• Proactive approach to identifying opportunities to improve processes, enhance workflow efficiency, and elevate the customer experience.

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'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. Base wage 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. #LI-TD1

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.