Air Freight Customer Program Manager

DHL Global Forwarding; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

DHL Global Forwarding in Singapore is seeking a senior customer operations professional to manage top customers with complex requirements at country level. You will collaborate with EU and US teams to ensure business needs are met and serve as the primary contact for all operational escalations and improvements.

You will lead weekly, monthly and quarterly business review meetings, oversee IT-related project rollouts, and drive continuous improvements through First Choice tools.

Qualifications

• Degree with at least 5-7 years of related work experience.
• Knowledge of freight industry preferred.
• Excellent communication skills (verbal and written).
• Able to multitask and manage multiple stakeholders.

Responsibilities

• Manage top customers at country level with complex requirements.
• Collaborate with EU/US to meet business requirements; AP customers.
• Be the primary contact for operational escalations and improvements.
• Lead weekly/monthly/quarterly business reviews and operational meetings.
• Manage IT/operational project rollouts with customers.
• Lead continuous improvements via First Choice tools (Gemba, CIP).
• Conduct performance analyses with stakeholders to fulfill customer agreements.
• Coach stations to follow customer operating procedures.
• Maintain communications with internal, external and third parties.
• Provide proactive problem resolution and corrective actions.
• Handle escalations and drive service recovery.
• Develop sustainable relationships with customers.
• Coordinate and monitor customer OP-related processes.
• Act as gatekeeper to review new customer reports requirements and set up work instructions.
• Manage any other tasks as assigned.

Skills

Excellent communication skills

Ability to multitask

Stakeholder management

Education

Degree in a relevant field

Job description

• Manage top customers at country level with complex requirements
• Need to collaborate with EU /US to ensure business requirements are met. Scope of work includes AP customers
• Be the primary contact with customers for all operational escalations and improvements needed to ensure service quality/ performance levels
• Lead weekly/ monthly/ quarterly business review meetings/ operational meetings with customers
• Manage any operational/ IT project rollout/ initiatives with customers
• Lead continuous improvements through First Choice tools, i.e. Gemba, CIPs to increase value add to customers.
• Conduct performance analysis and work with stakeholders to ensure customer agreements are fulfilled
• Coach relevant stations to ensure that the customer OP is followed and specifications are met
• Maintain communication with internal/external/third parties to meet customer expectations
• Provide proactive problem resolution and corrective actions to ensure excellence in service
• Handle escalations or escalates further if required, drives service recovery
• Develop sustainable relationships with customers.
• Coordinate and monitor customer OP-related processes
• Act as a gatekeeper to review new customer reports requirements and set up work instructions.
• Manage any other tasks as assigned

IN THIS ROLE YOU WILL:

• Manage top customers at country level with complex requirements
• Need to collaborate with EU /US to ensure business requirements are met. Scope of work includes AP customers
• Be the primary contact with customers for all operational escalations and improvements needed to ensure service quality/ performance levels
• Lead weekly/ monthly/ quarterly business review meetings/ operational meetings with customers
• Manage any operational/ IT project rollout/ initiatives with customers
• Lead continuous improvements through First Choice tools, i.e. Gemba, CIPs to increase value add to customers.
• Conduct performance analysis and work with stakeholders to ensure customer agreements are fulfilled
• Coach relevant stations to ensure that the customer OP is followed and specifications are met
• Maintain communication with internal/external/third parties to meet customer expectations
• Provide proactive problem resolution and corrective actions to ensure excellence in service
• Handle escalations or escalates further if required, drives service recovery
• Develop sustainable relationships with customers.
• Coordinate and monitor customer OP-related processes
• Act as a gatekeeper to review new customer reports requirements and set up work instructions.
• Manage any other tasks as assigned

YOU HAVE THE FOLLOWING QUALITIES AND QUALIFICATIONS:

• Degree with at least 5-7 years of related work experience
• Knowledge of freight industry preferred
• Excellent communication skills (verbal and written)
• Able to multitask and manage multiple stakeholders

We regret to inform that only shortlisted applicants will be contacted further by the hiring team. 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.