Strategic Customer Programs Lead — Logistics

DHL Global Forwarding; Chicago (IL); On-site; USD 69,000 - 92,000; 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 Chicago, Illinois is seeking a Customer Program Manager to lead the implementation of customer operations strategy across multimodal logistics, coordinating with sales and operations to deliver efficient processes.

The role requires hands-on planning, budgeting, and program management experience, with strong analytics, KPI monitoring, and stakeholder engagement.

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.
• Results-driven and continuous improvement mindset.
• Cross-functional collaboration and influencing skills.
• Understanding of DHL operations and service delivery processes.
• Analytical skills for KPI and performance analysis.
• Strong communication and presentation capabilities.
• Proficient with Outlook Email, Excel, Word and PowerPoint; PowerBI is a plus.
• Strong understanding of freight forwarding (Air Freight preferred), and the logistics Industry.
• Strong analytical and problem solving capabilities.
• Fluent in English communication (verbal & written).

Responsibilities

• Provide input to develop customer operations strategy in line with business strategy and requirements, corporate guidelines and policies.
• Prepare and lead implementation of operational plans, measures and budgets.
• Lead efficient management of the flow of goods and information across a customer’s global supply chain utilizing air/ ocean/ ground transportation, customs brokerage services and dedicated warehousing/ distribution centers.
• Lead design and implementation of service programs in response to current and changing customer requirements identified by the sales teams.
• Partner with the sales and commercial teams in extending the service portfolio to acquire new business opportunities and provide proactive support in a timely and accurate manner.
• Lend support for planning and preparation of Customer Requests for Quotation (RFQ) and tenders including conducting customer visits and making presentations.
• Lead coordination with specialists from various logistics operations to guarantee integrated, cost
• and time-efficient logistics processes
• Extensively analyze, research and develop improved operational techniques for value-added services
• Evaluate opportunities and lead their implementation to drive extension of operational services
• Optimize and monitor processes related to customer order processing, shipping and returns
• Monitor adherence to operating standards and procedures to provide cost-effective, superior and efficient customer service
• Liaise with responsible IT specialists to manage data flow and handling in line with customer requirements
• Analyze complex issues, identify opportunities and introduce best practices for customer operations focusing on increasing effectiveness and efficiency

Skills

Customer management

Stakeholder engagement

KPI analysis

Communication

Cross-functional collaboration

Presentation skills

Problem solving

Education

Bachelor’s degree in Business, Supply Chain, Logistics, or related field

Tools

PowerBI

Excel

PowerPoint

Outlook

Job description

DHL Global Forwarding in Chicago, Illinois is seeking a Customer Program Manager to lead the implementation of customer operations strategy across multimodal logistics, coordinating with sales and operations to deliver efficient processes.

The role requires hands-on planning, budgeting, and program management experience, with strong analytics, KPI monitoring, and stakeholder engagement.