Air Freight Customer Program Manager

DHL Global Forwarding Singapore Pte Ltd; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

DHL Global Forwarding Singapore Pte Ltd seeks a senior customer relations professional to manage top customers at country level, handling complex shipping requirements and cross-border collaboration with EU/US teams.

You will lead customer review meetings, drive IT/project initiatives with clients, and push continuous improvements to ensure service excellence and strong, sustainable relationships.

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 ensure business requirements are met. Scope 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 with customers.
• Manage operational/IT project rollout initiatives with customers.
• Lead continuous improvements through First Choice tools to increase value add to customers.
• Conduct performance analysis with stakeholders to ensure customer agreements are fulfilled.
• Coach relevant stations to ensure 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 escalate further as required, drive 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

Skills

Communication skills

Multitasking

Stakeholder management

Freight industry knowledge

Education

Bachelor's degree

Job description

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:

• Degreewith 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.