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 medicines, toys and important machine parts, 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.
The Sea Logistics Operational Care Supervisor ensures the delivery of operational excellence throughout their Operational Care Center (OCC) team while working to optimize production costs.
How you create impact
This role involves assisting in the development of Sea Logistics export and import operations, improving processes, and contributing to overall efficiency. They help manage OCC activities, ensuring a balance between cost efficiency and quality service. The position also focuses on enhancing KN's import and export services to support the growth of the national Sea Logistics business. Building and maintaining strong relationships with key carriers and vendors is an important part of the role.
What we would like you to bring
- Drive customer engagement, satisfaction, retention and reactivation in close cooperation with Field Sales and the Customer Care Location (CCL) to establish and strengthen operational relations with customers.
- Focus on continuous improvement of processes and controls, including customer case management through KN Service Moments, aiming for a consistent delivery against the customer promise
- Lead Team Leaders in supporting OCC Expert and Specialist teams to improve workflows and reduce waste with the process and systems team
- Oversee expense monitoring and high-level understanding of the Profit & Loss statement
- Facilitate skill updates and participation in training programs for team members
- Assist in the selection and onboarding of suppliers
- Help define and monitor Service Level Agreements (SLA), addressing performance issues as needed
- Assist manager with developing and implementing risk management and contingency plans
- Use KPI dashboards to control and improve quality, providing guidance to OCC teams
- Ensure informed decision-making across various dimensions, supporting OCC teams
- Provide timely and accurate customer information, assisting OCC teams
- Analyze KPI reports to identify areas for performance improvement and support desk level teams
- Monitor and increase automation using the eTouch Automation dashboard, collaborating with OCC Expert and Specialist teams.
- Confirm expected Gross Profit (GP) within 24 hours, supporting OCC Expert and Specialist teams in this task
- Ensure timely and accurate billing with at least 95% invoice quality, assisting OCC teams
- Minimize deferrals and use appropriate Deferral & Loss Codes, supporting OCC teams
- Ensure all expected costs are entered into the operating system (SeaLOG) and posted to accounting system (Acon+), supporting OCC Expert and Specialist teams.
- To collaborate with Customer Care Locations (CCL) through proactive provision of information, knowledge, solutions and alternatives to deliver customer satisfaction
What's in it for you
As an employer, Kuehne+Nagel stands for equal opportunity and we are committed to diversity in our teams with regards to people with disabilities. We believe that you can make a valuable contribution to Kuehne+Nagel and look forward to receiving your application.
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.
