Client Services Manager - Freight Forwarding

About the Position

Client Services Manager - Freight Forwarding

DP World is seeking an experienced Client Services Manager to join our Freight Forwarding team, based in Myaree, WA. In this role, you will be the primary operational point of contact for assigned key freight forwarding customers, to ensure agreed service requirements, KPIs, and operating procedures are delivered consistently. Working closely with customers, internal teams, and external service providers, you will oversee import and export activities across freight forwarding, customs, transport, and warehousing. Additionally, you will monitor operational performance, manage service issues and escalations, identify risks, and drive improvements that enhance customer outcomes, service quality, and cost efficiency.

Responsibilities

• Manage core accounts for the WA business, including priority shipments, operational issues, and customer escalations, ensuring timely resolution and clear communication is maintained.
• Identify opportunities to improve service, lead times, and cost-to-serve while managing operational and commercial risks.
• Act as the primary operational contact for key accounts, building strong customer relationships and understanding their requirements and priorities.
• Oversee import and export shipments, monitoring milestones, KPIs, SLAs, and DIFOT to ensure agreed service levels are achieved.
• Coordinate customer requirements across freight forwarding, customs, transport, and warehousing, ensuring agreed processes and procedures are followed.

Requirements

• Experience in freight forwarding with knowledge of international freight forwarding and import/export processes.
• Knowledge of sea and/or air freight operations, with experience coordinating end-to-end shipments.
• Experience managing key customers, operational issues, escalations, and stakeholder relationships.
• Strong understanding of KPIs, SLAs, and customer performance reporting, with strong analytical and problem-solving skills.
• Strong communication, influencing, organization, and prioritization skills, with a customer-focused and commercial mindset.
• Experience with CargoWise, Microsoft Excel, and PowerPoint.

We Offer

• Opportunity to work with a global leader in global trade.
• Be part of a diverse and dynamic team.
• Competitive salary and benefits.
• Professional growth and development opportunities.

About the Company

DP World is reshaping the future of global trade to improve lives everywhere. Operating across six continents with a team of over 125,000 employees, we combine global infrastructure and local expertise to deliver seamless supply chain solutions. From Ports and Terminals to Marine Services, Logistics, and Technology, we leverage innovation to create better ways to trade, minimizing disruptions from the factory floor to the customer’s door. In Asia Pacific, DP World employs over 15,000 people across 22 geographies. We operate 17 ports and terminals, complemented by a comprehensive suite of end-to-end supply chain solutions - to connect the region to the rest of the world.

WE MAKE TRADE FLOW TO CHANGE WHAT'S POSSIBLE FOR EVERYONE.