Top Customer Manager – US Brokerage

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Job Description

Full Job Description

Job Title: Top Customer Manager – US Brokerage

Job Location: Anywhere in the US, near a DGF Facility

Overall job purpose:


  • High level management the Customs Program for one or more top US brokerage customers


Main tasks & key responsibilities:


  • Governance over the overall delivery and performance of customs services agreed with customer in the
  • Master Service Agreement, Brokerage Agreement, or Statement of Work
  • Monitor DGF US customs KPI operations performance related to assigned account(s)
  • Prepares, rolls out, maintains Standard Operation Procedures for assigned account(s)
  • Manages DGF and customer reporting metrics
  • Prepares, schedules, and deliver MBR/QBR to assigned account(s) by telephone or in person
  • Participates in weekly/monthly conference calls with the customers to discuss performance, challenges, compliance practices and gaps, and seek new business growth opportunities
  • Oversee the implementation of new business
  • Utilizes data related to critical import activity and exceptions to ensure consistent service delivery
  • Addresses and resolves customer complaints
  • Manages the issuance of CAPA – Corrective/Action – Preventive/Action
  • Maintains a positive rapport with customer, DGF Brokerage Management and Operation Staff, Vendors, and Commercial Team (CSI, MNC, KAMs)
  • Participates in monthly calls with country CDZ teams to review volumes, performance, challenges
  • Provides regular feedback to customer, CDZ management on performance and business development
  • Engages with customs operations teams and management to resolve challenges and preventive action plans
  • Assists with billing accuracy and collection related responsibilities
  • Resolves billing disputes by Customer
  • Assists with the collection of past due invoices



  • Working knowledge of International Trade and Customs Services
  • Experienced in Customer Relation Management in the logistics industry
  • LCB and CCS a plus
  • Able to work independently
  • Strong time management skills – ability to manage multiple priorities
  • Strong commitment to customer service and satisfaction
  • Excellent communication and interpersonal skills
  • Proficient in the use of Excel and Power Point
  • Analytical and problem solving capabilities
  • Excellent telephone and E-mail communication skills
  • Commercial attitude to maintain and grow business – ability to cipher customer personal and professional buying motives
  • Excellent networking skills
  • Ability to travel (less than 25% of the time)
  • Fluent in English (verbal/written) – bilingual a plus


Why join DHL Global Forwarding?


We are part of Deutsche Post DHL, the world’s leading logistics provider with operations in over 220 countries. Visit our career site on the web at


  • It means that when you partner with DHL Global Forwarding you’re working with an ethical and socially responsible company.
  • We believe that when people love to come to work, they give more, try harder for their Customers, and are proud of the service they give.
  • And that’s why external organizations have granted us different accolades for our people practices

Our Vision
 The Logistics Company for the World
Our Mission: Excellence. Simply Delivered.
Our Purpose: We connect people, improving their lives.
Our Values: Respect & Results
Our Goals: Employer, Provider, and Investment of Choice, Living Responsibility

DHL Global Forwarding is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Work Authorization:

DHL Global Forwarding will only employ those who are legally authorized to work in the United States. This is not a position for which visa sponsorship will be provided. Individuals who need sponsorship for work authorization, now or in the future, are not eligible for hire for this role.

About DHL Global Forwarding (DGF)

DHL Global Forwarding (DGF)
 is the world leader in air freight services and one of the leading providers of ocean freight services. Around 30,000 employees work to ensure the transport of all kinds of shipments by air or sea. DGF’s logistics solutions span the entire supply chain, from the factory to the shop floor. They also include special transport-related services.
Our business model is very asset-light, as it is based on the brokerage of transport services between customers and freight carriers. We consolidate shipments to achieve higher volumes, purchase cargo space at better conditions and optimize network utilization. Our global presence means we can offer a variety of routing options and meet our customers’ increasing demand for multimodal shipments.


Equal Opportunity Employer, Disability/Vets. Click here for EEO Statements and Reasonable Accommodations.

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