Manager – Customer Programs

Job Responsibilities
1.Serve as the Single Point of Contact (SPOC) for DGF customers, building strong and trusted relationships through timely and accurate communication, and acting as part of the escalation path when needed.
2.Identify and understand customer needs, providing efficient and friendly assistance. Collaborate with DGF stations to achieve customer objectives, improve performance, and recommend/coordinate necessary changes.
3.Monitor and ensure achievement of customer-specific KPIs and service agreements, including preparing and delivering necessary performance reports.
4.Maintain close communication with internal teams, external partners, and third parties to meet customer expectations.
5.Provide proactive problem resolution and implement corrective actions to ensure service excellence. Participate in and/or lead customer reviews (QBRs and MBRs).

Requirements
1.At least 2 years of experience working with air freight, with solid knowledge of import/export processes and related operations.
2.Strong communication and relationship management skills.
3.Proficiency in English, both written and spoken.
4。Proficiency in system is highly preferred.
5.Skilled in Microsoft Office applications (Excel, Word, PowerPoint); Knowledge of Power BI would be an advantage.