Client Services Leader: Freight Forwarding & Key Accounts

DP World Freight Forwarding; Perth; On-site; AUD 100,000 - 130,000; Full time

Job summary

DP World in Myaree, WA, is seeking an experienced Client Services Manager to lead freight forwarding operations for assigned key customers. You will oversee import/export activities across freight forwarding, customs, transport and warehousing, ensuring service levels, KPIs and procedures are delivered consistently.

You will monitor performance, manage escalations, identify risks and drive improvements to enhance customer outcomes, service quality and cost efficiency while collaborating with

Qualifications

• Experience in freight forwarding with knowledge of international freight forwarding and import/export processes.
• Knowledge of sea and/or air freight operations, with experience coordinating end-to-end shipments.
• Experience managing key customers, operational issues, escalations and stakeholder relationships.
• Strong understanding of KPIs, SLAs and customer performance reporting, with analytical and problem-solving skills.
• Strong communication, influencing, organisation and prioritisation skills, with a customer-focused and commercial mindset.
• Experience with CargoWise, Microsoft Excel and PowerPoint.

Responsibilities

• Manage core accounts for the WA business, including priority shipments, operational issues and customer escalations, ensuring timely resolution and clear communication is maintained.
• Identify opportunities to improve service, lead times and cost-to-serve while managing operational and commercial risks.
• Act as the primary operational contact for key accounts, building strong customer relationships and understanding their requirements and priorities.
• Oversee import and export shipments, monitoring milestones, KPIs and DIFOT to ensure agreed service levels are achieved.
• Coordinate customer requirements across freight forwarding, customs, transport and warehousing, ensuring agreed processes and procedures are followed.

Skills

Freight forwarding

Key account management

KPIs & SLAs

Communication

Analytical thinking

CargoWise

MS Excel

PowerPoint

Tools

CargoWise

Microsoft Excel

PowerPoint

Job description

DP World in Myaree, WA, is seeking an experienced Client Services Manager to lead freight forwarding operations for assigned key customers. You will oversee import/export activities across freight forwarding, customs, transport and warehousing, ensuring service levels, KPIs and procedures are delivered consistently.

You will monitor performance, manage escalations, identify risks and drive improvements to enhance customer outcomes, service quality and cost efficiency while collaborating with