DescriptionPosition title: White Glove Control Tower Manager
Available Schedule: Monday through Friday, 8: 00 - 5:00 PM
Compensation: 120,000 -135,000 annual
Core Responsibilities & Duties:
- Build and maintain strong relationships with clients
- Collaborate with internal teams to ensure client satisfaction and meet operational goals
- Oversee the operational aspects of client shipments, including transportation, warehousing, and distribution
- Analyze account performance and identify opportunities for improvement
- Prepare and present reports to clients and internal teams
- Serve as the primary point of contact for a portfolio of customers
- Maintain regular communication with your customer, ensure service levels are met, and proactively address any issues or concerns.
- Continuously assess and improve logistics solutions to align with client expectations and market developments.
- Track and report on key performance indicators (KPIs) to ensure service quality, compliance, and contract performance are maintained.
- Coordinate and supervise corrective actions when performance issues arise.
- Provide training and guidance to internal teams on client requirements and expectations to ensure alignment and optimal service delivery.
- Act as an escalation point for any service-related issues, ensuring that problems are resolved promptly and efficiently.
Job Requirements & Qualifications:
· 5 years freight forwarding operations / account management - shipping/logistics experience preferred.
· PC proficient with a comprehensive understanding of Microsoft Office applications and ability to learn company’s TMS and WMS systems.
· Strong attention to detail and ability to handle high volume of transactions.
· Ability to multitask and to react well under pressure.
· Ability to multitask and react well under pressure.
· Identifies and resolves problems in a timely manner.
· Adapt and able to deal with frequent changes in the work environment.
· Strong communication skills both verbal and written.
· Ability to interface cross-functionally and coordinate efforts with other organizations (Sales, Operations, International, IT, and Finance),
· Decision making and problem-solving skills.
· Team oriented Ability to identify and resolve problems in a timely manner.
· Must be team oriented and foster the same environment.
· The Customer Service Manager will report directly to the Senior Operations Manager and interface daily with personnel across the organization. This individual will manage a diverse group of Account Managers, Customer Service Representatives and Logistics personnel.
· Knowledge of Microsoft Office Suite, Adobe Acrobat, Power Point and Excel.
