Customer Program Manager

DHL Global Forwarding; Sepang; On-site; MYR 120,000 - 180,000; Full time

Job summary

DHL Global Forwarding in Sepang, Malaysia is seeking a customer-focused leader to drive strategic customer programs and strengthen stakeholder relationships. You will ensure exceptional service delivery and manage complex projects to deliver business value.

Ideal candidates bring 5+ years in Air Freight within logistics, with strong capabilities in project scoping, milestone tracking, risk mitigation, and effective communication with clients and internal teams.

Qualifications

• Bachelor's Degree in any discipline.
• Minimum 5 years of Air Freight experience within the logistics, freight forwarding, transportation or supply chain industry.
• Proven ability to define project scopes, track milestones and mitigate shipping or operational risks.
• Ability to understand evolving client needs and translate pain points into operational improvements.
• Strong negotiation, conflict resolution, and stakeholder communication skills.

Responsibilities

• Contribute to development of customer operations strategy in line with business strategy and requirements, corporate guidelines and policies.
• Draft and ensure implementation of operational plans, measures and budgets.
• Ensure efficient management of the flow of goods and information across a customer’s global supply chain using air/ocean/ground transportation, customs brokerage, and warehousing.
• Develop and implement service programs in response to customer requirements identified by the sales teams.
• Collaborate with sales and commercial teams to extend the service portfolio and support new business opportunities.
• Support RFQ and tender preparation, including customer visits and presentations.
• Coordinate with logistics operation specialists to guarantee integrated, cost- and time-efficient processes.
• Analyze, research and develop improved operational techniques for value-added services.
• Identify opportunities and lead their implementation to extend operational services.
• Propose optimizations for order processing, shipping and returns.
• Ensure adherence to operating standards to provide cost-effective and superior customer service.
• Collaborate with IT specialists to manage data flow in line with customer requirements.
• Study issues, identify opportunities and introduce best practices for customer operations.

Skills

Air Freight experience

Client transitions

Service deployments

System adoption

Project management

Risk mitigation

Stakeholder communication

Negotiation

Conflict resolution

Stakeholder management

Education

Bachelor's Degree in any discipline

Job description

We are seeking a customer-focused and results-driven individual to lead strategic customer programs, strengthen stakeholder relationships, and ensure exceptional service delivery. If you are passionate about driving customer success, managing complex projects, and delivering business value, we would love to hear from you.

Key Responsibilities

• Contribute to development of customer operations strategy in line with business strategy and requirements, corporate guidelines and policies
• Draft and ensure implementation of operational plans, measures and budgets
• Ensure efficient management of the flow of goods and information across a customer’s global supply chain utilizing air/ ocean/ ground transportation, customs brokerage services and dedicated warehousing/ distribution centers
• Ensure development and implementation of service programs in response to current and changing customer requirements identified by the sales teams
• Work with the sales and commercial teams in extending the service portfolio to acquire new business opportunities and provide support in a timely and accurate manner
• Extend support for planning and preparation of Customer Requests for Quotation (RFQ) and tenders including conducting customer visits and making presentations
• Ensure coordination with specialists from various logistics operations to guarantee integrated, cost and time-efficient logistics processes
• Analyze, research and develop improved operational techniques for value-added services
• Seek opportunities and lead their implementation to drive extension of operational services
• Make proposals to optimize and monitor processes related to customer order processing, shipping and returns
• Ensure adherence to operating standards and procedures to provide cost-effective, superior and efficient customer service
• Collaborate with responsible IT specialists to manage data flow and handling in line with customer requirements
• Study issues, determine opportunities and introduce best practices for customer operations focusing on increasing effectiveness and efficiency

Job Requirements

• Bachelor's Degree in any discipline.
• Minimum 5 years of Air Freight experience within the logistics, freight forwarding, transportation or supply chain industry.
• Leading client transitions, service deployments, and new system adoption
• The capacity to define project scopes, track milestones, and mitigate shipping or operational risks
• The ability to understand evolving client needs, advise on supply chain efficiencies, and translate pain points into actionable operational improvements
• Acting as the primary point of contact for complex issues, conducting root-cause analysis, and diplomatically navigating client escalation
• Exceptional negotiation, conflict resolution, and stakeholder communication skills.
• This position is located at Sepang, Selangor.

Why Join Us

• Be part of the world's leading logistics company.
• Work with a diverse portfolio of customers across various industries.
• Attractive remuneration and performance-based incentives.
• Opportunities for career growth and professional development.
• Collaborative and inclusive work environment.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

We apologize if you are not contacted. Only shortlisted candidates will be contacted to proceed with pre-screening.

Thank you for choosing DHL Global Forwarding as your Employer of Choice.