Sea Logistics Customer Care Manager

hace 2 meses

Guayaquil Kuehne+Nagel
It's more than a job


When you work in Freight Logistics and Operations at Kuehne+Nagel, you play a key role in optimising processes and ensuring that inventory and shipments move efficiently.

But that is not all.

Your work also helps ensure that vital medicines reach patients on time and supports other essential deliveries, from wind turbines to semiconductors.

At Kuehne+Nagel, our contribution counts in more ways than we imagine.

‎


To lead, direct, and optimize the Customer Care Location (CCL) team at a designated branch, ensuring consistent delivery of customer excellence and sustainable business growth.

This role holds responsibility for the local Sea Logistics P&L, driving the implementation of national customer care strategies while spearheading initiatives that enhance the customer experience across the entire supply chain.

Additionally, the position manages and supports local field sales teams, fostering alignment and collaboration to achieve operational and commercial objectives.

How you create impact


Lead, guide, and optimize the local Customer Care Location (CCL) team to consistently deliver customer excellence and drive sustainable growth.

Drive customer engagement, satisfaction, retention, and reactivation through high service quality and close collaboration with operational, commercial stakeholders, and sea logistics management.

Manage, monitor, and drive all local sales activities to achieve business objectives.

Ensure continuous improvement of process controls, maintaining complete and accurate customer contact data, service data, and system updates, including reporting for SME customers.

Enhance customer case management through KN Service Moments, ensuring consistent delivery against the customer promise.
Define and monitor Service Level Agreements (SLAs) within KN Service Moments, addressing performance issues proactively.
Monitor and increase customer automation via the eTouch Automation dashboard, in collaboration with the OCC.
Oversee completion of Customer Profiles (CP), Business Profiles, and Standard Operating Procedures (SOP) following initial customer meetings.
Ensure weekly alignment meetings with sales representatives to strengthen collaboration and execution.

What we would like you to bring

Extensive experience in freight forwarding and supply chain management, with a strong emphasis on Sea Logistics.
Extensive expertise in customer management across the full lifecycle, ensuring exceptional engagement and satisfaction.
Proven track record in project management, successfully leading initiatives from planning through execution.
Several years of P&L responsibility, demonstrating strong financial acumen and strategic decision-making.
Strategic change management mindset, adept at leading transformations and driving continuous improvement.
Fluency in the local language and advanced proficiency in English (written and verbal).

What's in it for you


Driving customer excellence and sustainable growth by leading local Sea Logistics teams, managing P&L, and enhancing end‑to‑end supply chain experiences through strategic leadership and customer‑focused initiatives.

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.
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