Sea Logistics Customer Care Manager, Key Accounts

It's more than a job

As a member of the Freight Forwarding team Kuehne+Nagel, you will play a key role in transporting goods, optimising processes, and fulfilling our customers' promises. And by transporting pharmaceuticals, medical devices and over the counter healthcare products, you are not only delivering goods, you are making small and big moments possible for people all around the world. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

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How you create impact

The Healthcare Sea Logistics Customer Care Manager serves as the dedicated customer-facing owner for assigned healthcare accounts, ensuring a high-touch, compliant, and consistent customer experience. This role acts as the customer advocate and relationship steward, working closely with the Detroit Healthcare Team, sales, and customer stakeholders to protect service excellence, drive retention, and support growth. 

 

• Serve as the primary point of contact for assigned healthcare customers, building strong relationships and ensuring proactive, high-touch communication.
• Advocate for customers internally, managing escalations from identification through resolution while ensuring service commitments are met.
• Support healthcare compliance requirements, customer SOPs, and GxP standards by partnering with operations and escalating risks when needed.
• Collaborate with operations, sales, billing, implementation, overseas teams, and claims stakeholders to deliver a seamless customer experience.
• Monitor customer performance, shipment exceptions, KPIs, and service issues; identify root causes and drive corrective actions.
• Assist with Quarterly Business Reviews (QBRs), customer performance reporting, and continuous improvement initiatives.
• Identify customer risks, service gaps, and growth opportunities, partnering with sales teams to support retention and account growth.
• Lead Hyper-Care activities, including daily customer communications, shipment oversight, issue resolution, escalation management, and progress updates to customers, sales teams, and senior leadership.
• Utilize operational data and performance metrics to provide transparent updates and demonstrate progress on corrective actions.

What we would like you to bring

• 5+ years of Sea Logistics experience, with a strong understanding of end-to-end supply chain operations, preferably supporting healthcare, pharmaceutical, life sciences, or other highly regulated industries.
• Bachelor’s degree in Supply Chain, Logistics, Business Administration, or a related field.
• Proven customer-facing experience with the ability to build trusted relationships and deliver exceptional service for strategic accounts.
• Knowledge of healthcare logistics requirements, including compliance standards, SOP adherence, temperature-sensitive shipments, and critical customer service expectations.
• Strong organizational and project management skills with the ability to work independently, manage multiple priorities, and adapt to changing customer demands.
• Excellent communication, interpersonal, and problem-solving abilities with a proactive, customer-centric approach.
• Ability to collaborate effectively with cross-functional teams and stakeholders across global regions and multiple time zones.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Experience using business intelligence and reporting tools such as Tableau, with the ability to leverage data and analytics to drive performance improvements and customer insights.
• Familiarity with EDI/API integrations preferred.

 

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. The target salary range for this position is between $90,000 and $110,000. Base salary 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. 

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.

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