Air Freight Operations Leader - Growth & Service Excellence

DHL Global Forwarding; Sepang; On-site; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Attractive remuneration

Career growth opportunities

Diverse client portfolio

Job summary

DHL Global Forwarding Malaysia seeks an experienced leader to drive operational excellence in end-to-end air freight processes, grow service performance, and lead high-performing teams. You will own P&L for your area, foster strong client relationships, and ensure regulatory compliance while delivering outstanding customer outcomes.

In this role you will mentor managers, coordinate with field sales, and optimize supplier performance.

Qualifications

• Bachelor's Degree in any discipline.
• Minimum 8 years of Air Freight experience within the logistics, freight forwarding, transportation or supply chain industry.
• Ability to align customer experience, commercial priorities, and operations reality across multi-country matrix organizations.
• Proven track record of mentoring managers, managing large teams, and setting performance expectations.
• Skilled in negotiating with airlines, ground handlers, and external suppliers
• Exceptional negotiation, conflict resolution, and stakeholder communication skills.
• This position is located at Sepang, Selangor.

Responsibilities

• Owns the P&L within their specific area of control.
• Lead growth in local markets in collaboration with field sales while driving customer satisfaction and retention through regular customer visits, excellent service and swift complaint / escalation management.
• 3rd or 2nd escalation point depending on local structure for customer complaints & special requests/inquiries and works with internal teams toward resolution.
• Ensure service quality, operational excellence by proactively monitoring customer feedback and improving operational performance, oversee process improvement opportunities to enhance efficiency by using the standardize performance tools of DGF.
• Ensure that teams adhere to the Global standard processes when executing shipments.
• Develop and manages supplier relationships to optimize service delivery and profitability
• Review and develop a high-performing team, that is enabled and equipped to resolve issues effectively, while fostering a culture of collaboration and continuous improvement
• Oversees the department and leads supervisors and specialists in line with Air Freight Strategic objectives.
• Ensure teams are adhering to the necessary regulatory compliance procedures relating to commodity and locations for shipments
• Ensure achievement of productivity targets and measures to provide Air freight services for internal and external customers
• Lead GP maximization with the team through tight financial control
• Develop and maintain business relationship with existing clients, seek potential upsell opportunities, conduct regular customer visits and achieve a desired level of customer retention
• In area of Air product:
• Identify performance issues of suppliers, and propose solutions to improve performance
• Resolve customer issues and incidents

Skills

Air Freight Leadership

Team Mentoring

Negotiation

Stakeholder Management

Operations Excellence

Cross-functional Collaboration

Education

Bachelor's Degree

Job description

DHL Global Forwarding Malaysia seeks an experienced leader to drive operational excellence in end-to-end air freight processes, grow service performance, and lead high-performing teams. You will own P&L for your area, foster strong client relationships, and ensure regulatory compliance while delivering outstanding customer outcomes.

In this role you will mentor managers, coordinate with field sales, and optimize supplier performance.