Customer Program Manager

Key Responsibilities

• Act as the primary operational contact for assigned customers, ensuring service delivery meets agreed 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) across air and/or ocean freight
• Ensure compliance with DGF operational standards, SOPs, and regulatory requirements
• Cookordination with internal teams (Gateway, Brokerage, Warehouse, Transport) to ensure seamless execution
• Drive operational efficiency, cost control, and productivity improvements
• Manage customer-specific SOPs, ensuring alignment across all 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, accessorial charges, and billing accuracy
• Collaborate with Finance/AR teams to resolve disputes and improve cash collection
• Support growth by working closely with Sales, Key Account Management, and Product teams
• Act as the voice of the customer internally, ensuring alignment across functions
• Coordinate with regional/global teams for multinational customer programs
• Lead and develop Customer Operations specialists or coordinators
• Set clear performance objectives aligned to KPIs and customer expectations
• Promote a customer-centric, high-performance culture

  Requirements

  • 5–10 years of freight forwarding/logistics experience (AFR/OFR 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

    Pay & Benefits

    Pay Range: $105,843.75 - $141,125.00+ (Based on Experience)

    • Benefits (All Non-Union Employees):
    • Compensation: Competitive base salary plus role dependent performance-based incentives.
    • 401(k) Match: $1-for-$1 match up to 4% quarterly + 2% annual base contribution.
    • Stock Purchase Plan: Ability to purchase Deutsche Post AG shares at a discounted rate.
    • Medical: Comprehensive plans covering preventive care, inpatient/outpatient services, and prescriptions.
    • Vision: Optional coverage for exams, frames, and contacts.
    • Dental: Optional coverage for preventive, basic, and major services.
    • Paid Time Off: 7 major holidays, 8 floating holidays, and accrued vacation/sick days.