Customer Relationship Manager

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.

At Sterling the Customer Relationship Managers build trusted relationships with customers and protect Sterling's brand by maintaining a positive company image. Internally, CRMs serve as the primary liaison between Business Development and Operations. This position will sit in IAD control tower.

As part of the Business Development function, the CRM is responsible for proactively managing customer relationships and addressing customer needs on a day-to-day basis.

The CRM must be process-oriented, detail-focused, and capable of analytical and strategic thinking. Each CRM is accountable for supporting assigned customers, addressing service failures, and coordinating corrective actions in accordance with established procedures to prevent recurrence.

How You Create Impact

Operational Excellence and Continuous Improvement:

• Drive operational excellence for assigned accounts.
• Conduct daily job follow-up for top customers, proactively reviewing active shipments, identifying risks or service issues, coordinating required actions with Operations, and providing timely customer updates through resolution.

Relationship Management and Strategic Planning:

• Maintain and foster strong long-term relationships with key customers.
• Serve as a liaison between clients and the Business Development group

Communication and Collaboration:

• Maintain open channels of communication between Sales, Operations, and Quality Assurance.
• Collaborate with Business Development to define and communicate customer-specific expectations.

Reporting and Documentation:

• Maintain accurate and up-to-date Standard Operating Procedures (SOPs) and Customer Operating Procedures (COPs).
• Provide KPI reporting as required for monthly and quarterly business reviews.

What We Would Like You To Bring

• 3+ years of industry experience
• Extensive Customer Service experience required
• Group leadership skills
• College/University B.A./B.S. or equivalent work experience
• Dangerous Goods/Restricted Article Regulations Certified

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

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. Base wage 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-AH1

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.

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.

Kuehne+Nagel is committed to Equal Employment Opportunity ("EEO") and to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful retaliation. Kuehne+Nagel strictly prohibits all discrimination on the basis of race, ancestry, color, age, national origin, ethnicity, religious creed or belief, physical or mental disability, marital or familial status, legally protected medical condition, genetic information, military or veteran status, sex (including pregnancy, childbirth, breastfeeding, or related medical condition), gender (including gender identity and gender expression), sexual orientation, citizenship status, protected activity (such as opposition to or reporting of prohibited discrimination or harassment. Kuehne+Nagel will also make reasonable accommodations for disabled applicants and employees, including accommodations for pregnancy and childbirth, and for the sincerely held religious beliefs of applicants and employees depending upon individual circumstances unless such accommodation would create an undue hardship on Kuehne+Nagel.