Kuehne+Nagel – Sea Logistics Customer Care Manager – Panama City, Panama


Your Role

Sea Logistics Manager, Customer Care for a specific location (branch) is responsible for the local Sea Logistics P&L, and he/she is in charge of implementing at local level the Customer Care strategy defined by the National Sea Logistics Customer Care Manager (or National Sea Logistics Manager). He/she drives any initiative aiming to provide an improved customer experience along the entire customer journey (including complaint management).

Your Responsibilities

  • To provide leadership and direction to the Customer Care Location team
  • To be accountable for the local Sea Logistics P&L
  • To take ownership and ensure the implementation of a Customer Care strategy
  • To guide, support and appraise the local field sales
  • To ensure close cooperation with Branch Management as well as Operations Sea Logistics manager for optimized customer experience
  • To actively manage interfaces and information / knowledge exchange between the CCL and OCC teams
  • To focus on the continuous improvement of customer service processes
  • To focus on customer retention engagement of the allocated customer portfolio
  • To allocate and manage the local customers portfolio
  • To ensure the alignment between National and local Customer Care initiatives to drive service excellence and improve customer experience
  • To focus on customer satisfaction through achieving the highest level of service quality
  • To ensure high DQ in the context of BP and CoreLOG
  • To ensure service excellence through ensuring the CCL team has a high level of forwarding and market knowledge
  • To support the Care Team in resolving customer complaints (CAPA)
  • To ensure the compliance of the GXP requirements in the sea logistics operation (import/export)
  • To provide relevant pharma trainings to the KNPharmaChain expert team

Your Skills and Experiences

  • Supply Chain Management Experience 
  • Foreign Trade Degree 
  • Sea Logistics Experience
  • Pharmaceutical & Healthcare Experience
  • Knowledge of KN operations, products, services and processes
  • Customer Satisfaction Management
  • Customer Management would be appreciated
  • Fluent English

Good Reasons to Join

We form the world of logistics with a strong determination to connect people and products through innovative and sustainable logistics solutions. Every day, we do everything to meet the needs of our customers. Anticipating challenges and applying our visionary mindset, we move forward in global trade and come together as communities.

Air Cargo Latin America

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