Program Manager

The role responsibility consists of:

• Be the primary contact for internal and external customers, ensuring fast, clear, and effective communication.
• Understand and deliver on customer service commitments, with clear documentation and follow-through.
• Lead performance management efforts such as analyze results, identify gaps, and drive corrective actions.
• Champion continuous improvement initiatives to enhance service efficiency and customer satisfaction.
• Act as a key escalation point for customer and stakeholder issues.
• Manage and deliver improvement projects, including customer integrations.
• Conduct and support customer business reviews focused on performance, issues, and opportunities.
• Maintain critical documentation SOPs, SLAs, and performance records.
• Monitor compliance with regulations and standards across operations.
• Analyze shipping profiles to identify trends, optimize resources, and improve profitability.
• Handle commercial functions respond to spot/ad hoc quotation requests and support new business/project implementation.
  
  To be successful in this role, you are required to have:
• Minimum Bachelor's Degree in any field.
• Minimum 5 years of working experience in the freight forwarding industry. Experienced in program/project management, ideally within logistics or customer service.
• Proficient in using Microsoft Office Application (Tech-Savvy individual will be added advantage)
• Strong communicator and relationship builder.
• Analytical, proactive, and solutions-oriented.
• Comfortable managing multiple priorities in a fast-paced environment.
• Commercially savvy with a customer-first mindset.
• The position is based in Iskandar Puteri, Johor

Only the right fit candidate will be contacted to proceed with next stage of pre-screening. Thank you for choosing DHL Global Forwarding as your Employer of Choice!