Job Description
The Customer Program Manager is responsible for leading and optimizing customer-focused logistics operations, ensuring high service quality, operational efficiency, and strong customer satisfaction across air and/or ocean freight services. The role acts as the primary bridge between customers, operations, and commercial teams, driving execution excellence and continuous improvement.
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
Coordinate 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
Work closely with Sales, Key Account Management, and Product teams to support growth
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
Additional Qualifications/Responsibilities
Skills & 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 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.
