Client Services Manager

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 is seeking an experienced Client Services Manager to join our Freight Forwarding team, based in Myaree, WA. In this role, you will be the primary operational point of contact for assigned key freight forwarding customers, to ensure agreed service requirements, KPIs and operating procedures are delivered consistently.

Working closely with customers, internal teams and external service providers, you will oversee import and export activities across freight forwarding, customs, transport and warehousing. Additionally, you will monitor operational performance, manage service issues and escalations, identify risks and drive improvements that enhance customer outcomes, service quality and cost efficiency.

Key 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, SLAs 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

Qualifications, Skills and Experience:

• 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 strong 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

About DP World

DP World is reshaping the future of global trade to improve lives everywhere. Operating across six continents with a team of over 125,000 employees, we combine global infrastructure and local expertise to deliver seamless supply chain solutions. From Ports and Terminals to Marine Services, Logistics and Technology, we leverage innovation to create better ways to trade, minimising disruptions from the factory floor to the customer’s door.

In Asia Pacific, DP World employs over 15,000 people across 22 geographies. We operate 17 ports and terminals, complemented by a comprehensive suite of end-to-end supply chain solutions - to connect the region to the rest of the world.