Air Freight Customer Programs Lead

DHL; Chicago (IL); Hybrid; USD 80,000 - 106,000; Full time

Benefits offered by this job

Competitive base salary plus role‑dep.

401(k) match

Stock Purchase Plan

Medical coverage

Vision coverage

Dental coverage

Paid time off

Job summary

DHL Global Forwarding in Chicago/Peoria, IL seeks a Customer Program Manager to lead and optimize customer-focused air freight operations. You will bridge customers, operations, and commercial teams to drive execution excellence and continuous improvement.

Key responsibilities include managing KPIs/SLAs, leading QBRs/MBRs, and coordinating with multiple internal teams to ensure seamless shipments and data accuracy. Hybrid role with strong analytical and communication requirements.

Qualifications

• 5–10 years of freight forwarding/logistics experience (AFR preferred).
• Strong knowledge of end-to-end forwarding operations and customer processes.
• Proven customer management and stakeholder engagement skills.
• Ability to manage escalations and drive resolution under pressure.
• Strong analytical and problem-solving capabilities.
• Proficiency in logistics systems (e.g., CargoWise or similar).
• Excellent communication and presentation skills.

Responsibilities

• Act as the primary operational contact for assigned customers, ensuring service delivery meets KPIs and SLAs.
• Monitor customer performance, satisfaction levels, and proactively resolve service issues.
• Lead regular customer reviews (QBRs/MBRs) in partnership with Sales and Key Account teams.
• Ensure consistent communication on shipment status, escalations, and service improvements.
• Oversee end-to-end shipment execution (import/export) for air freight.
• Ensure compliance with SOPs and regulatory requirements.
• Coordinate with internal teams to ensure seamless execution.
• Drive operational efficiency, cost control, and productivity improvements.
• Manage customer-specific SOPs, ensuring alignment across stakeholders.
• Identify operational gaps and implement continuous improvement initiatives.
• Support implementation of new business, transitions, or customer onboarding.
• Ensure data accuracy in systems (e.g., shipment milestones, billing, reporting).
• Support revenue and profitability targets through cost control and operational efficiency.
• Monitor shipment profitability and billing accuracy.
• Collaborate with Finance/AR teams to resolve disputes and improve cash collection.
• Work closely with Sales, KAM, and Product teams to support growth.
• Act as the voice of the customer internally, ensuring alignment across functions.
• Coordinate with regional/global teams for multinational customer programs.
• Set clear performance objectives aligned to KPIs and customer expectations.
• Promote a customer-centric, high-performance culture.

Skills

Freight forwarding

Logistics ops

Stakeholder mgmt

Analytical skills

Communication skills

Problem solving

Tools

CargoWise

Job description

DHL Global Forwarding in Chicago/Peoria, IL seeks a Customer Program Manager to lead and optimize customer-focused air freight operations. You will bridge customers, operations, and commercial teams to drive execution excellence and continuous improvement.

Key responsibilities include managing KPIs/SLAs, leading QBRs/MBRs, and coordinating with multiple internal teams to ensure seamless shipments and data accuracy. Hybrid role with strong analytical and communication requirements.