Job Description

It's more than a job
In an administrative role at Kuehne+Nagel, tasks such as managing office operations or coordinating schedules certainly contribute to your team's success, but they also provide meaningful moments for people around the world. Because your attention to detail supports your colleagues to perform at their best, such as ensuring the timely and seamless transport of hearing aids and advanced medical devices that change lives. At Kuehne+Nagel, our work contributes to more than we imagine.
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The Customer Excellence Manager has the P&L responsibility for Project Logistics Operations & Customer Service. The purpose of this role is to achieve the highest customer service quality and profitability goals through the management of the supporting workstreams within the team. The manager must ensure successful customer onboarding. The Customer Excellence Manager also provides the direction and leadership to the management teams to ensure the customer implementation and customer strategies are delivered. Talent development and mentoring is key to this role.
How you create impact
Operational / Tactical duties

• Ensure the highest customer service quality is given at all times
• Ensure operational efficiencies and continuous improvements
• Ensure the required staff levels are maintained based on the business and financial requirements
• Successfully onboard new business ensuring that the client's requirements are met and that profitability is achieved
• Making sure that all systems and data are accurately and timely recorded including (but not limited to) OGS, Salog, and HSE App
• Ensure customer KPI's are properly implemented, facilitated and maintained/monitored
• Drive continuous improvements based on customer needs or global Project Logistics initiatives

Leadership Responsibility

• Creating and managing an independent team
• Providing leadership and guidance
• Pro-active resolution of client issues and escalations

Financial Responsibility

• Project Logistics P&L management, meeting NPII targets and maintaining financial reporting as required
• Successfully onboard new business ensuring that the client's requirements are met and that profitability is achieved
• Establish the minimum profitability margins

Strategic Responsibility

• Customer retention and relationship building
• Drive customer engagement and arrange/facilitate customer reviews (regular basis)
• Support sales and marketing with communication

What we would like you to bring

• Minimum 10 years' experience in international project logistics (road, sea, air, port).
• Proven P&L management and financial reporting skills.
• Strong customer service, retention, and relationship management experience.
• Expertise in operational efficiency and continuous improvement.
• Hands-on experience in customer onboarding and project implementation.
• Leadership skills to manage and mentor a 6-7 member national team.
• Technical knowledge of heavy-lift and out-of-gauge cargo operations.
• Strategic mindset to align customer and business goals.
• Proficient in KPI tracking and logistics systems (OGS, Salog, HSE App).
• Creative, solution-oriented, and adaptable across multiple industries.

What's in it for you

• Global Industry Leader - Work for one of the top logistics and supply chain companies worldwide, offering stability and international reach.
• Career Growth Opportunities - Access to strong internal development programs, training, and global mobility.
• Diverse & Inclusive Culture - Collaborate with teams across the globe in a supportive and multicultural environment.
• Innovative & Future-Focused - Be part of a company investing in sustainability, digitalization, and green logistics.
• Competitive Benefits - Enjoy attractive compensation, flexible working options, and comprehensive benefits packages.

Who are we
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.

Skills Required