OMS Customer Program Manager

Job Title: OMS Customer Program Manager
Location: Edison, New Jersey

 

DHL Global Forwarding (DGF) is a global leader in air, ocean, and customs brokerage services, connecting businesses to markets worldwide.

With a strong focus on digitalization, customer-centric solutions, and compliance excellence, we are transforming how global trade flows.

 

Role Responsibility

The Customer Program Manager is responsible for leading strategic customer engagements, ensuring operational excellence, financial healthiness and driving continuous improvement across the customer lifecycle.  This role serves as the primary interface between the organization and key customers-overseeing service delivery, commercial performance, business continuity, and long-term account development.  It acts as the focal point for all DGF business with customers, including OMS, Ocean Freight and Air Freight performance, relationship and escalation management.

 

What You’ll Do


* Build and maintain strong commercial and strategic relationships with assigned customers.


* Develop and execute a value delivery roadmap aligned with customer goals and organizational capabilities.


* Drive account development initiatives to expand business opportunities.


* Conduct regular business reviews with customers to assess performance and identify improvement areas.


* Monitor and analyze market intelligence to anticipate customer needs and competitive trends.


* Ensure high-quality day to day service delivery while meeting contractual and performance expectations.


* Oversee effective exceptions management, ensuring timely resolution and preventative actions.


* Manage contracts and rate agreements, ensuring accuracy and timely updates.


* Monitor billing performance, driving accuracy, completeness, and timely updates.


* Own and maintain Standard Operating Procedures (SOPs) with consistent communication and updates to stakeholders.


* Lead Corrective and Preventive Action (CAPA) processes to address issues and drive lasting improvements.


* Facilitate operational training and troubleshooting support for internal teams and customer interfaces.


* Develop, implement, and maintain Business Continuity Plans (BCP) aligned with organizational standards and customer requirements.


* Support Disaster Recovery Planning (DRP) and ensure readiness for crisis scenarios.

 

Qualifications


* Bachelor’s degree in Business, Supply Chain, Logistics, or related field.


* 5+ years in logistics/supply chain (including freight forwarding and PO management).


* Direct exposure to customer-facing programs/projects and collaboration in a global environment.


* In depth 3PL/4PL/OMS domain and forwarding knowledge.


* Excellent knowledge of Supply Chain Solutions, Ocean/Air freight, market and players.


* Commercial acumen.


* Strong analytical and problem solving skills.


* Ability to manage multiple priorities an...