Who We're Looking For

We are seeking a high-performing, customer-focused logistics professional who thrives in a fast-paced environment. You demonstrate a strong ownership mindset, bring deep functional expertise in freight forwarding and have the ability to influence and drive outcomes across a matrix organization.

Your Impact

Act as a trusted partner to customers, ensuring delivery of service commitments
Collaborate and influence across Control Tower, Commercial, and Product teams to enhance customer experience
Drive operational excellence and continuous improvement (First Choice mindset preferred)
Lead task coordination, initiatives, and projects, ensuring quality, accuracy, and timely execution
Provide guidance, coaching, and oversight where required, without direct line management

Key Responsibilities

Serve as the primary point of contact (external and internal), ensuring clear, timely, and effective communication
Understand and manage customer service commitments, ensuring proper documentation and delivery
Monitor and manage performance, identifying root causes and driving corrective actions
Identify and implement continuous improvement initiatives to enhance customer experience and efficiency
Act as an escalation point for customer and internal issues
Lead and support projects, including customer implementations and integrations
Conduct and support Customer Business Reviews covering performance, issues, and improvements
Maintain accurate documentation (e.g. SOPs, SLAs, performance reports)
Ensure operational compliance with relevant regulations and standards
Monitor shipping profiles (volume & profitability), identify trends, and coordinate improvements
Support commercial activities, including spot/ad-hoc quotations and new business/project implementation

Job Requirements

Bachelor's Degree in Logistics, Supply Chain, Business, or equivalent work experience
Minimum 5 years of customer-facing experience in freight forwarding, with strong exposure to Ocean Freight (OFR)
Strong knowledge of operational tools, reporting systems, and continuous improvement practices
Proven ownership mindset with accountability for end-to-end deliverables
Ability to influence stakeholders and drive cross-functional alignment
Excellent communication skills (written and verbal), with the ability to simplify complex topics
Strong analytical, problem-solving, and attention to detail skills
Resilient and adaptable in a fast-paced, performance-driven environment
Proficiency in Microsoft Office (Excel, Word, PowerPoint)
Based in Medini Iskandar, Johor

We regret that only shortlisted candidates will be contacted for the next stage of the selection process.

Thank you for considering DHL Global Forwarding as your Employer of Choice.

Program Manager