Sea Logistics Customer Care Manager

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.

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We are seeking a driven and experienced Area Sea Logistics Customer Care Manager to lead our customer care and field sales teams in Jakarta. This role plays a critical part in ensuring operational excellence, customer satisfaction, and sustainable business growth across both import and export activities.

You will be responsible for managing a sizeable team, strengthening customer relationships, and driving performance across customer care and sales functions, while aligning with regional and global standards.

How you create impact

1. Team Leadership & People Management
   • Lead, coach, and develop the Customer Care and Field Sales teams
   • Foster a structured, performance-driven team culture
   • Establish clear KPIs, accountability, and ways of working
   • Balance strong team engagement with discipline and performance management
2. Customer Care & Operations Excellence
   • Oversee end-to-end sea logistics customer care activities (import & export)
   • Ensure consistent delivery of high-quality service standards
   • Act as the escalation point for service and operational issues
   • Drive continuous improvement across processes, service quality, and turnaround time
3. Commercial & Customer Management
   • Collaborate closely with Sales to support customer retention, growth, and service delivery
   • Manage relationships with key local and global customers
   • Identify opportunities to expand existing accounts and improve customer satisfaction
   • Support solutioning and service alignment based on customer needs
4. Cross-Functional Collaboration
   • Work closely with Operations, Sales, Pricing, and Regional teams
   • Engage with Key Account stakeholders on regular performance reviews
   • Ensure strong alignment between commercial commitments and operational execution
5. Performance & Financial Awareness
   • Monitor team performance against KPIs and service metrics
   • Build understanding of P&L drivers and support efficiency improvements
   • Drive volume retention and growth in line with business objectives

What we would like you to bring

Experience & Background

• Minimum 7–10 years of experience in sea logistics / freight forwarding
• At least 5 years in a people management role
• Strong background in customer care and operations
• Exposure to sales collaboration or commercial environments
• Experience handling key or global customers is an advantage

Skills & Competencies

• Strong leadership and people management skills
• Highly structured, organized, and detail-oriented
• Excellent communication and stakeholder management abilities
• Strong customer-facing presence
• Good understanding of sea logistics operations and carrier landscape
• Ability to operate effectively in a matrix organization
• Strategic mindset with a hands-on execution approach

What's in it for you

• Opportunity to lead a key function in a strategic market
• Exposure to regional and global stakeholders
• Platform to drive team transformation and service excellence

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.