Program Manager

DHL Global Forwarding; Johor Bahru; On-site; MYR 80,000 - 100,000; Full time

Job summary

A global logistics provider in Johor Bahru is looking for a Program Manager to enhance customer engagement and operational excellence. The role requires a minimum of 5 years in the freight forwarding industry, with strong communication and analytical skills. The ideal candidate will manage performance, lead improvement projects, and support customer satisfaction initiatives. This position offers opportunities for strategic contributions in a dynamic environment.

Qualifications

• Minimum 5 years of working experience in the freight forwarding industry.
• Experienced in program/project management, ideally within logistics or customer service.
• Tech-savvy individual will be an added advantage.

Responsibilities

• Be the primary contact for internal and external customers.
• Lead performance management efforts and analyze results.
• Champion continuous improvement initiatives.

Skills

Strong communicator

Analytical skills

Solutions-oriented

Customer-first mindset

Ability to manage multiple priorities

Education

Bachelor’s Degree in any field

Tools

Microsoft Office Application

Job description

Are you a strategic thinker with a passion for driving performance and delivering exceptional customer experiences? Join our dynamic team as a Program Manager, where you'll be at the heart of customer engagement, operational excellence, and continuous improvement.

Role Responsibilities

• Be the primary contact for internal and external customers, ensuring fast, clear, and effective communication.
• Understand and deliver on customer service commitments, with clear documentation and follow-through.
• Lead performance management efforts such as analyze results, identify gaps, and drive corrective actions.
• Champion continuous improvement initiatives to enhance service efficiency and customer satisfaction.
• Act as a key escalation point for customer and stakeholder issues.
• Manage and deliver improvement projects, including customer integrations.
• Conduct and support customer business reviews focused on performance, issues, and opportunities.
• Maintain critical documentation SOPs, SLAs, and performance records.
• Monitor compliance with regulations and standards across operations.
• Analyze shipping profiles to identify trends, optimize resources, and improve profitability.
• Handle commercial functions respond to spot/ad hoc quotation requests and support new business/project implementation.

Required Qualifications

• Minimum Bachelor’s Degree in any field.
• Minimum 5 years of working experience in the freight forwarding industry. Experienced in program/project management, ideally within logistics or customer service.
• Proficient in using Microsoft Office Application (Tech-Savvy individual will be added advantage)
• Strong communicator and relationship builder.
• Analytical, proactive, and solutions-oriented.
• Comfortable managing multiple priorities in a fast-paced environment.
• Commercially savvy with a customer-first mindset.
• The position is based in Iskandar Puteri, Johor.

Only the right fit candidate will be contacted to proceed with next stage of pre-screening. Thank you for choosing DHL Global Forwarding as your Employer of Choice!