We are seeking an experienced and results-driven individual to lead operational excellence, drive service performance, and optimize end-to-end air freight processes. If you are passionate about leading high-performing teams and delivering exceptional customer and business outcomes, we would love to hear from you.

Key Responsibilities

• Owns the P&L within their specific area of control
• Lead growth in local markets in collaboration with field sales while driving customer satisfaction and retention through regular customer visits, excellent service and swift complaint / escalation management
• 3rd or 2nd escalation point depending on local structure for customer complaints & special requests/ inquires and works with internal teams toward resolution.
• Ensure service quality, operational excellence by proactively monitoring customer feedback and improving operational performance, oversee process improvement opportunities to enhance efficiency by using the standardize performance tools of DGF.
• Ensure that teams adhere to the Global standard processes when executing shipments.
• Develop and manages supplier relationships to optimize service delivery and profitability
• Review and develop a high-performing team, that is enabled and equipped to resolve issues effectively, while fostering a culture of collaboration and continuous improvement
• Oversees the department and leads supervisors and specialists in line with Air Freight Strategic objectives.
• Ensure teams are adhering to the necessary regulatory compliance procedures relating to commodity and locations for shipments
• Ensure achievement of productivity targets and measures to provide Air freight services for internal and external customers
• Lead GP maximization with the team through tight financial control
• Develop and maintain business relationship with existing clients, seek potential upsell opportunities, conduct regular customer visits and achieve a desired level of customer retention
• In area of Air product:

• Identify performance issues of suppliers, and propose solutions to improve performance
• Resolve customer issues and incidents

Job Requirements

• Bachelor's Degree in any discipline.
• Minimum 8 years of Air Freight experience within the logistics, freight forwarding, transportation or supply chain industry.
• Ability to align customer experience, commercial priorities, and operations reality across multi-country matrix organizations.
• Proven track record of mentoring managers, managing large teams, and setting performance expectations.
• Skilled in negotiating with airlines, ground handlers, and external suppliers
• Exceptional negotiation, conflict resolution, and stakeholder communication skills.
• This position is located at Sepang, Selangor.

Why Join Us

• Be part of the world's leading logistics company.
• Work with a diverse portfolio of customers across various industries.
• Attractive remuneration and performance-based incentives.
• Opportunities for career growth and professional development.
• Collaborative and inclusive work environment.

Ready to grow your career with DHL? Apply now and become part of a team that keeps the world connected.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

We apologize if you are not contacted. Only shortlisted candidates will be contacted to proceed with pre-screening.

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