Freight Forwarding Team Leader

Join our “Budapest Team” at DHL Global Forwarding, Freight (DGFF) GSC – Global Service Centre!

Job Location: Budapest

Are you dynamic and results-oriented with a passion for logistics? Join our high-performing Global Shared Services Team (GSC) at DHL Global Forwarding, Freight (DGFF); a Great Place to Work certified organization and one of the “Top 20 most admired Shared Services Organizations in 2022” by the independent global Shared Services & Outsourcing Network (SSON).

We are the captive Shared Service Provider for DHL Global Forwarding and DHL Freight (DGFF). We are an organization of more than 5,200 colleagues complemented by approximately 500 virtual FTE (i.e., bots applied in process automation). Our colleagues are based across six service delivery centers in Mumbai, Chennai, Chengdu, Manila, Bogota & Budapest. You will interact with people from all over the world and get the chance to a truly international organization.

In this role, you will manage multiple levels of customer interaction and serve as a single point of contact to one or more of DHL Global Forwarding’s large strategic customers with customs brokerage business across multiple countries, with a focus on innovative solutions, business growth, profitability, and customer loyalty.

In this role, you will have the opportunity to lead a team of professionals, aligned with a service line, and be responsible for process, stakeholder & employee management. You will ensure delivery of services are in accordance with the company policies and guidelines, and you will embed continuous improvement mindset & practices, within the team.

Operational & Process Management

• Ensure end-to-end execution of air and ocean freight quotation and operational processes in line with global guidelines, SOPs, and process standards
• Maintain, update, and enforce SOPs, work instructions, and process documentation (incl. ISO requirements)
• Coordinate daily operations, task prioritization, and workload distribution within the team
• Act as first point of escalation for operational, service, or process issues and ensure timely resolution
• Proactively identify process gaps, inefficiencies, and implement continuous improvement initiatives

Quotation & Pricing

• Lead and oversee pricing activities, including spot quotations and RFQ responses
• Ensure timely, accurate, and competitive pricing aligned with market conditions and customer expectations
• Maintain and monitor tariff updates and pricing tools
• Support capacity optimization and cost-effective solutions through carrier/vendor collaboration

Customer & Stakeholder Management

• Ensure professional and proactive communication with customers regarding shipments, quotations, and issues
• Handle and coordinate customer inquiries, requests, and complaints within defined timelines
• Build and maintain strong relationships with internal stakeholders, global offices, and external partners
• Participate in customer meetings, performance reviews, and service improvement initiatives
• Act as key contact in escalations, providing decision support and resolution

Performance & Quality Management

• Monitor team performance against KPIs, SLAs, and service quality targets
• Ensure high data quality, system compliance, and reporting accuracy
• Prepare and present regular performance reports (internal and customer-facing)
• Drive customer satisfaction improvements through proactive service management and corrective actions
• Oversee claims handling, issue resolution, and preventive actions

Financial & Compliance Control

• Ensure timely and accurate invoicing, cost control, and revenue protection
• Monitor financial KPIs, outstanding items, and billing-related issues
• Ensure compliance with internal controls, audit requirements, and regulatory standards

People Management & Development

• Lead, coach, and develop team members through regular feedback, training, and performance dialogues
• Define team goals and conduct performance evaluations
• Organize and deliver onboarding, process training, and system education
• Ensure team capability to meet business and operational requirements
• Provide backup operational support when required

Project & Continuous Improvement

• Support and manage implementation of new processes, tools, and customer projects
• Ensure effective regional communication and stakeholder alignment during implementations
• Initiate and track quality and performance improvement measures

Required Skills/Abilities

• Minimum 4 years of team leadership experience preferred
• 5+ years’ experience in logistics/BPO preferred
• CW1 knowledge is strongly preferred
• Fluent in English (verbal and written)
• Excellent interpersonal skills.
• Strong analytical skills
• Computer knowledge (word, excel, power point)
• Influencing skills to persuade others and gain support for ideas and approaches.
• Strong planning and organizing capabilities to set and achieve goals effectively
• Customer-oriented mindset with the ability to understand and meet business partners' needs

Apply now and embark on an exciting journey with us! We offer:

As part of a global company at DHL, and of a continuously growing organization in our GSC Budapest center, you will work in a multinationalenvironment, and have endless opportunities for professional development and career progression.

• Annual bonus – based on achievable KPIs
• Extensive cafeteria package
• Flexible working location:
• You will have 6 moths work from office, post 6 months, it will be 50% work from office and 50% work from home flexibility
• You can enjoy the facilities in our modern office in case you prefer working on-site
• Laptop, mobile, and technical equipment for home office
• Travel allowance for MÁV and BKK passes,
• and for commuting by car from outside and within Budapest
• Financial support for special life situations - wedding, child birth, funeral
• Referral bonus
• Long service award - starting at 3 years of seniority
• Extra paid time off for your birthday
• We are an AYCM sport pass partner
• Extended medical check
• Group insurance
• Gaming room and massage chair in the office, if you need to switch off during your break time
• Regular company events in the form of yearly company days, team buildings, family day, CSR actions
• Wellbeing initiatives supporting the work-life balance and the physical and mental health of our colleagues
• Personalized learning & career platform for your professional development to help you achieve your next career goal with us!

What’s Next?

After submitting your application, we try to review your CV as soon as possible. If we find you would be a good fit for one of the open positions, we

will contact you shortly by phone. Since we have global centralized recruiting team, you may receive call from outside of Hungary. First you will be

invited for a 30-minutes Teams interview, and if both you and team manager think it’s a match, then we would like to meet you in person in our

office. After a successful personal interview, you will receive an official letter of intent, and after your written acceptance it is time for us to prepare for

your onboarding. We can’t wait to welcome you to our team!

By joining one of the world's leading logistics companies, you have a chance to explore a wide range of interesting job challenges and opportunities

across our GSC service lines and in our different divisions around the globe.