Air Freight Program Manager: Customer Excellence (NORAM)

DHL Global Forwarding; Chicago (IL); On-site; USD 80,000 - 106,000; Full time

Benefits offered by this job

401(k) Match

Stock Purchase Plan

Medical coverage

Vision coverage

Dental coverage

Paid Time Off

Job summary

DHL Global Forwarding in the United States (Chicago or Atlanta) is seeking an Air Freight Customer Program Manager for NORAM to drive end-to-end service excellence, customer satisfaction, and operational performance across strategic customers.

The role coordinates DHL functions to meet defined performance standards, leads CI initiatives, conducts business reviews, and supports growth initiatives with the Commercial teams. Location-based at ATL or ORD stations.

Qualifications

• Bachelor's degree in Business, Supply Chain, Logistics, or related field.
• 3-7 years in logistics, operations, or customer management.
• Experience with program management preferred.
• First Choice certification preferred (or willingness to obtain).
• Customer orientation and strong stakeholder engagement.

Responsibilities

• Review and ensure achievement of customer specific KPIs and service agreements.
• Lead issue management including escalation, root-cause analysis, and corrective actions.
• Provide proactive problem resolution and corrective actions to ensure excellence in service.
• Conduct Monthly, Quarterly, and Annual Business Reviews with customers.
• Manage Bid Value Proposition in collaboration with Solutions Design, Commercial, and Operations teams.
• Lead CI activities using DHL's First Choice methodology.
• Coordinate implementation of business improvements and CI resources.
• Drive Ship-to-Profile performance and support share of wallet growth initiatives.
• Monitor and optimize profitability and cost-to-serve.
• Improve billing accuracy, timeliness, and reduce disputes.

Skills

Cross-functional collaboration

Stakeholder engagement

Analytical skills

Communication

Problem solving

Education

Bachelor's degree in Business or related field

Tools

PowerBI

Outlook

Excel

Word

PowerPoint

Job description

DHL Global Forwarding in the United States (Chicago or Atlanta) is seeking an Air Freight Customer Program Manager for NORAM to drive end-to-end service excellence, customer satisfaction, and operational performance across strategic customers.

The role coordinates DHL functions to meet defined performance standards, leads CI initiatives, conducts business reviews, and supports growth initiatives with the Commercial teams. Location-based at ATL or ORD stations.