Air Freight Customer Programs Lead

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

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.