Air Freight Customer Operations Manager

Join our dynamic Team at DHL Global Forwarding! We are looking for an Air Freight Customer Operations Manager, within the Air Freight Import Department, at our Melbourne Head Office Station

 

Key Responsibilities


* Identify team training needs and actively support the development of skills and career growth through coaching, mentoring, and on-the-job learning.


* Build and maintain strong working relationships with internal departments, external customers, and suppliers, while supporting the team in managing day-to-day interactions.


* Act as a hands-on subject matter expert for air operations, providing operational guidance and directly contributing to service delivery when needed.


* Align operational activities with our global strategies and local market needs, guiding origin export teams, import, and gateway teams


* Prepare and deliver monthly key performance indicator (KPI) reporting including the monitoring and ownership of key station metric KPIs, taking ownership as a system super user to support the team with training and troubleshooting, while driving timely and accurate sales invoicing and costing to optimise month-end financial outcomes.


* Be a point of escalation for issue resolution with internal overseas offices, internal customers and external customers.


* Lead and manage all customer operations related to the scope of your role, ensuring compliance with regulations and our standards.

Key Accountabilities:


* Develop and maintain strong customer relationships to support the growth and enhancement of core operational products.


* Ensure accurate financial reporting, budget adherence, and accountability for profit & loss (P&L) results related to operational activities


* Drive continuous improvement initiatives to enhance quality, productivity, and process efficiency.


* Foster a customer-centric, high-performance culture within your team and implement corrective actions as needed.


* Ensure that all direct and indirect team members deliver expected levels of performance and productivity, leading by example and setting clear achievable and objective expectations. 

 

To be successful you will need:

All employees are expected to demonstrate our core behavioural dimensions to be successful.



*  To Drive success through focusing on and utilising your strengths in a relentless pursuit of results.


* To Create a culture of trust where everyone feels empowered and motivated to work towards a common purpose.


* To Maintain a positive mindset, prioritising clear objectives in the face of challenges, change and uncertainty.


* To Demonstrate the will to win, being determined to succeed collaboratively while driving opportunities for growth.

 

What to expect from us:
 

What makes DHL great? Our People! We know each employee’s individual contributions collectively ensure we remain one of the largest delivery and logistics companies worldwide.

We are dedicat...